Service Desk Analyst

IT Support Analyst

The IT Support Analyst serves as a key liaison between employees and the IT organization, delivering high-quality technical support across a broad range of enterprise technologies including Windows and macOS operating systems, Microsoft 365, mobile devices, VPN, endpoint security, virtualization, and PC hardware. This role is responsible for efficiently diagnosing and resolving incidents in alignment with defined SLAs, managing customer expectations, documenting all activity in ServiceNow, and coordinating escalations as needed. The analyst applies strong technical, analytical, and communication skills to resolve complex issues, contribute to knowledge base content, support pre-deployment testing, and ensure adherence to IT policies and security standards. In addition, the role emphasizes collaboration within a global team, continuous learning, use of AI-enabled tools such as Microsoft Copilot, and mentoring peers to continually improve service quality and customer experience.

Primary Responsibilities

• Serves as a liaison between employees and the IT division. Acts as an advocate for the customer.
• Delivers technical support for all IT services, including Windows OS, macOS, Microsoft 365 applications, mobile devices, VPN, virtualization, endpoint security, and PC hardware. Helps internal employees with technical concerns through multiple communication channels, such as phone and chat.
• Efficiently diagnose and resolve customer issues in accordance with Service Level Agreements (SLAs) by engaging in effective customer conversations, asking probing questions, utilizing standard and AI support tools, and collaborating with team members.
• Manages customer service expectations efficiently by overseeing and coordinating problem escalation and related communications. Clearly defines and upholds suitable expectations for both customers and IT staff involved in resolving incidents.
• Consistently record and update all relevant details in customer tickets throughout their entire lifecycle using the ServiceNow IT Service Management (ITSM) platform.
• Demonstrates ongoing proficiency in IT technologies and specialized technical and business domains. Applies this knowledge effectively to analyze documentation and to address, diagnose, and resolve complex business or technological challenges.
• Ensure adherence to internal IT policies, security standards, and best practices.
• Produces and maintains knowledge articles; evaluates documentation to ensure technical accuracy, consistency, and alignment with the user perspective. May also assess educational course materials.
• Collaborates with IT teams to conduct pre-deployment testing before installing updates, upgrades, configuration changes, or implementing new tools and software. Delivers comprehensive testing and user feedback.
• Proposes, oversees, and carries out unique initiatives designed to support the Service Desk, customers, or other teams in continually enhancing service quality.
• Demonstrates strong performance within a global team, emphasizing transparent communication and a commitment to cultural diversity.

Additional Responsibilities

• Serves as a coach or mentor to other Service Desk peers and IT Support staff.
• Cultivates advanced knowledge and serves as a subject matter specialist in a specific area of IT technology.
• Develops and presents training or knowledge sharing sessions on technologies or operational efficiencies.
• Manages time efficiently to ensure service quality, customer satisfaction and achievement of service management goals and objectives.

Knowledge, Skills and Abilities

• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common enterprise applications.
• Knowledge of Microsoft Entra ID and Microsoft Intune technologies
• Demonstrates excellent verbal, written, and interpersonal communication abilities, with a proven capacity to foster relationships and attain consensus across the Global IT organization.
• Knowledgeable about Artificial Intelligence tools, including Microsoft Copilot.
• Ability to apply critical thinking skills and identify rational solutions to complex problems.
• Strong attention to detail, excellent organizational skills, and a proven sense of urgency to prioritize work
• Capable of resolving technical issues and responding to inquiries remotely, providing clear and accessible explanations for individuals without technical backgrounds.
• Works independently with minimal supervision, actively contributes to Group and local IT initiatives.