Service Desk Senior Analyst

About the role

The Level 2 Service Desk Engineer provides advanced technical support for incidents and service requests that cannot be resolved at Level 1. The role performs deeper diagnosis, executes approved administrative and endpoint actions, supports escalations and Major Incidents, develops technical knowledge, and helps improve service quality, security, automation, and operational performance.

What you'll do

• Investigate and resolve escalated incidents and service requests requiring advanced technical analysis across endpoints, Microsoft 365, identity, access, networking
• Perform advanced Microsoft 365 administration for Exchange Online, shared mailboxes, delegation, distribution lists, Teams, SharePoint permissions, OneDrive, licenses
• Administer and troubleshoot Microsoft Intune, Windows Autopilot, JAMF, device enrollment, application deployment, endpoint configurations, compliance
• Support Microsoft Entra ID, Active Directory, role-based access, joiner–mover–leaver activities, security groups, conditional access, multifactor authentication
• Diagnose complex Windows, mobile device, printer, peripheral, VPN, remote access, application, and network connectivity issues using logs, diagnostic tools

What you need

• Active Directory
• Office 365
• Windows
• Intune
• Networking
• Troubleshooting
• Any graduate

Good to have

• ServiceNow
• SOP writing