IT Service Desk Analyst

IT Service Desk Analyst

Job: IT Service Desk Analyst Location: 77086 Pay: $25 - $30/hr Temp to Hire

We are seeking a highly motivated and customer-focused Global Service Desk Analyst/Specialist to be a critical member of our Service Desk team. You will be responsible for providing first-line technical support to our global workforce, ensuring minimal disruption to business operations by managing the end-to-end resolution of IT incidents in strict adherence to Service Level Agreements (SLAs).

This role requires a particular focus on supporting our core enterprise applications, notably Dynamics 365 (D365) Finance and Operations.

Key Responsibilities and Accountabilities

• Incident Management: Efficiently log, track, and resolve IT incidents and service requests in alignment with SLAs. Skillfully escalate complex issues to appropriate internal teams for swift resolution.
• Enterprise Application Support: Provide advanced first-line troubleshooting and support for core business applications, including Dynamics 365 F&O, email platforms, collaboration tools (e.g., SharePoint, Teams), and Office 365.
• Customer Support Excellence: Deliver outstanding, professional support via phone, email, and ticketing systems to a diverse, global user base, ensuring a positive and effective user experience.
• Remote & Global Service: Provide consistent remote technical assistance to users across multiple time zones, demonstrating a strong appreciation for cultural nuances and global service delivery.
• IT Asset Management: Execute the lifecycle management of IT equipment, including the provisioning, configuration, and maintenance of laptops, desktops, and peripherals for new and existing employees.
• Knowledge & Collaboration: Maintain and update knowledge base articles and self-help resources. Work proactively with internal IT teams (Infrastructure, Cybersecurity) and external vendors to drive effective outcomes.
• Security & Best Practices: Promote IT best practices and online security awareness to protect organizational assets and enhance user vigilance.

Skills and Experience

Required Technical Expertise

• D365 F&O Expertise: In-depth experience with Dynamics 365 Finance and Operations, including sophisticated troubleshooting, system optimization, and rapid issue resolution.
• ITSM Tools: Hands-on proficiency with industry-leading service desk platforms such as ServiceNow, JIRA, or TOPdesk for efficient incident and request management.
• Platform Knowledge: Exposure to and solid understanding of core enterprise platforms, including Active Directory, Windows/macOS environments, Office 365, SharePoint, and Teams.
• Experience & Qualifications: 3–5 years of experience in IT Support or Service Desk roles, ideally within a global, multi-time-zone environment.
• Familiarity with ITIL frameworks; ITIL Foundation certification is highly desirable.

Core Competencies

• Analytical Problem-Solving: Strong methodical and analytical approach to diagnosing and resolving technical issues with minimal user disruption.
• Clear Communication: Exceptional written and verbal communication skills, with the ability to translate complex technical concepts clearly for diverse global audiences. Fluency in English is required.
• Customer-Centricity: Resilient, service-oriented mindset, adept at balancing multiple priorities while maintaining a positive and professional user experience.
• Adaptability & Agility: Proven ability to work comfortably in a fast-paced, evolving environment and adjust quickly to changing business needs.
• Team Collaboration: Excellent interpersonal skills with the ability to collaborate seamlessly across internal teams and external stakeholders.

Education and Desirables

• Strong IT proficiency with the ability to quickly grasp and adapt to new software and technologies.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a definite plus.

Compensation / Pay Rate (Up to): $25.00 - $30.00 Per Hour