Senior ServiceDesk Analyst

oretek is searching for a highly motivated Senior Service Desk Analyst to join a key member of our Service Desk Team. The Senior Service Desk Analyst is responsible for providing advanced technical support, troubleshooting complex IT issues and mentoring junior analysts. This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving Service Desk processes. The candidate will be responsible for providing exceptional customer service to internal Coretek employees and external clients.

Responsibilities

• Provide 2nd line Service Desk support for client IT incidents and requests, to include but not limited to:
• M365 and O365 Administration
• Resolve basic virtual client issues including virtual and physical endpoints - ie. Citrix
• PC hardware and software errors and issues
• Desktop or related client hardware peripherals
• Microsoft Azure related incidents and requests

• Research, resolve, and respond to complicated technical Incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures
• Act as an escalation point for technical problems from junior analysts
• Accept and log external and internal client calls
• First Call Resolution - Execute first attempt to resolve the client call on first call
• Perform administration and support of virtual and physical endpoints and systems using available system tools

Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution

• Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement
• Communicate, internally and externally, the status of the call directly with the client

Contribute to the Knowledge Base with updates to existing articles and generation of new articles

Assist with cross training of Service Desk team members as need.

Requirements

• 3-4 years working at a Service Desk in a medium-to-large operational environment supporting multiple clients and systems
• Advanced understanding of the following operating systems:
• Windows
• MAC

Proficient knowledge of Active Directory tools and processes

Basic knowledge of networking frameworks

Network+, A+, or Security+, required

MS900 or AZ900 certifications are preferred

ITIL v4 Foundations certification required

Knowledge of Multi-Factor Authentication tools

Knowledge of VPN and remote connection technologies

Knowledge and support experience with user endpoints such as laptops, desktops, printers, scanners, and other peripherals

ServiceNow experience preferred

Ability to troubleshoot, analyze and resolve customer concerns

• Strong listening, verbal, written, and interpersonal communication skills

A strong sense of urgency and the ability to multi-task effectively with attention to details

Demonstrated organizational, communication and time management skills with the ability to work independently

May require shift work, including nights, weekends and holidays