SR. IT Help Desk Analyst

SR. IT HELP DESK ANALYST

What We Are Looking For:

We are seeking a dedicated and technically skilled individual to support users across multiple platforms, including Windows, Linux, MacOS, iOS/iPadOS, and Android devices, globally. This role will require you to not only solve technical issues but also ensure that end-user productivity is safeguarded, aligning with security and compliance standards.

You must be comfortable with technical communication when needed and able to translate complex issues into clear, easy-to-understand language for users who may not have a technical background. This is an opportunity to help users while advancing your own career in IT. This is a hybrid schedule with 4 days in the office and 1 day working from home.

What You Will Do:

Service Request and Incident Management:

• Gather necessary information to properly troubleshoot, categorize, and prioritize tickets throughout their lifecycle.
• Ensure service level agreements (SLAs) are met, including response times, resolution, and customer satisfaction.
• Open, update, track, and close tickets in the ticket management system, ensuring timely and accurate resolution.

User System Profile/Account Support:

• Manage and coordinate end-user account administration tasks, including account activations, changes, and terminations (e.g., password/account setup and resets, remote access, email accounts, and End-User IDs).
• Ensure accurate handling of user access and system permissions.

Remote Device and Software Management:

• Manage, maintain, and troubleshoot end-user devices and software remotely over the network or other remote solutions to resolve issues and restore normal operation.
• Resolve problems independently and escalate complex issues to senior IT team members as needed for further assistance or guidance.

Knowledge and Documentation Management:

• Utilize knowledge databases and best practices to improve customer efficiency and resolve IT incidents and service requests.
• Develop and maintain operations knowledge base documentation (e.g., processes, procedures, quick entries) to support ongoing IT support.
• Ensure the accuracy of IT records, including asset inventory and customer profile information.

Communication:

• Maintain clear and timely communication with end users, escalating appropriate tickets to the support team and management.
• Provide comprehensive updates on the work performed and the status of tickets.
• Collaborate with internal IT teams and external partners to resolve issues quickly and efficiently.
• Demonstrate strong verbal, written, chat, and telephone communication skills to ensure effective information exchange.

PC Hardware and Software Deployment Support:

• Assist with PC hardware and software deployment projects, ensuring smooth and efficient implementation.
• Provide support for special IT-related projects and other duties as assigned.

What You Will Bring:

• At least 3 years’ experience in an IT support environment
• Hands on experience with windows operating systems and office / O365 tools including (host) level network/security settings and parameters
• Hands on experience with Microsoft software such as Windows Operating system, MS365 tools, Azure AD/Entra ID and MS Intune including (hostlevel) network/security settings and parameters
• Experience with Apple Mac and/or Linux is a plus
• Experience with enterprise service desk solutions (Jira, Freshdesk, ServiceNow, …)
• Proficient in English (Oral and written)
• Proven analytical and problem-solving skills
• Ability to work in a global team environment
• Self-motivated with strong organizational and interpersonal communication skills
• Willing to participate in on-call service