Service Desk Analyst
About The Position
We are seeking highly motivated and client-centric Service Desk Analysts to join our global Service Delivery organization. This role is ideal for technologists who thrive in a fast-paced managed services environment, enjoy solving complex end-user problems, and take pride in delivering a world-class support experience. You will serve as a critical front line for our clients—many of whom operate in high-pressure, time-sensitive financial environments—providing Level 1 and Level 2 support across modern Microsoft-centric ecosystems. Beyond resolving incidents, you will help identify trends, reduce repeat issues, and contribute to the continuous improvement and evolution of the Service Desk.
Requirements
- Experience providing end-user IT support in a corporate or MSP environment (early-career candidates considered).
- Strong working knowledge of: Windows 11, Microsoft 365 and Office applications, Azure AD (Entra ID), Exchange Online, OneDrive, SharePoint, and Teams
- Hands-on experience with endpoint and device management tools (e.g., Microsoft Intune).
- Familiarity with identity and access concepts including MFA and conditional access.
- Basic PowerShell usage for administrative tasks.
- Experience supporting mobile devices (iOS and Android).
- Foundational networking knowledge (TCP/IP, DNS, DHCP).
- Working knowledge of cybersecurity fundamentals.
- Experience with a service management platform (ServiceNow preferred).
- Strong communication skills and ability to work in a high-volume support environment.
Nice To Haves
- Experience working within a Managed Service Provider (MSP).
- Familiarity with ITIL v4 concepts.
- Exposure to Azure.
- Experience supporting Apple/Mac-based environments.
- Experience supporting financial services or alternative investment clients.
- Familiarity with Bloomberg, Refinitiv, or FactSet.
- Relevant certifications (MS-900, AZ-900, ITIL 4 Foundation).
Responsibilities
- Provide Level 1 and Level 2 end-user support for Windows-based environments across multiple client locations.
- Deliver an exceptional client experience, particularly during high-impact or VIP incidents.
- Triage, diagnose, and resolve incidents and service requests using ITIL-aligned practices.
- Support and troubleshoot issues related to: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Exchange Online and email security, Endpoint performance, OS issues, and application errors, File access, permissions, restores, and print services, Remote access technologies (Cloud PC, AVD, Citrix, VPN).
- Perform user and access administration in Active Directory and Azure AD (Entra ID).
- Support endpoint management and security tooling, including Microsoft Intune and MDM/MAM platforms.
- Use ServiceNow and remote support tools to manage workload and meet SLA commitments.
- Collaborate with Engineering, Network, Security, and Client Success teams to drive timely resolution and escalation.
- Participate in project work such as new-hire onboarding, hardware refreshes, Microsoft 365 migrations, and cloud adoption initiatives.
- Identify recurring issues, document known errors, and contribute to service improvement initiatives.
Benefits
- Competitive compensation and benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
