Overview
We are seeking a skilled Service Desk Analyst to join our busy IT support team for an initial 6-month contract. This fully remote role involves providing 1st and 2nd line technical support to users across a range of Microsoft technologies, ensuring efficient resolution of technical issues and maintaining high standards of customer service. The analyst will collaborate with other support teams while using tools such as Jira to manage support requests.
Responsibilities
- Provide 1st and 2nd line technical support via phone, email, and remote support tools.
- Troubleshoot and resolve hardware, software, operating system, and connectivity issues.
- Support Microsoft 365 technologies, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
- Administer and troubleshoot Azure Active Directory (Entra ID), including user accounts, groups, and permissions.
- Log, prioritise, and resolve incidents using Jira and IT ticketing systems.
- Escalate complex issues to 3rd line support as necessary.
- Maintain accurate documentation and contribute to the knowledge base.
- Ensure support requests are resolved within agreed SLAs.
Requirements
- Previous experience in a Service Desk, IT Support, or Helpdesk role.
- Strong experience providing both 1st and 2nd Line Support.
- Solid knowledge of Microsoft 365.
- Experience supporting Azure Active Directory (Entra ID).
- Strong hardware troubleshooting experience.
- Experience using Jira or similar ITSM/ticketing systems.
- Good knowledge of Windows 10/11.
- Excellent troubleshooting and problem-solving skills.