Service Desk Senior Analyst

About the role

We are looking for an experienced Service Desk professional to provide advanced Level 2 technical support in a dynamic enterprise IT environment. In this role, you will investigate and resolve complex incidents and service requests across Microsoft 365, Windows endpoints, identity management, networking, and business applications.

What you'll do

• Investigate and resolve escalated incidents and service requests requiring advanced technical analysis across endpoints, Microsoft 365, identity and access management
• Perform Microsoft 365 administration, including Exchange Online, shared mailboxes, delegation, distribution lists, Teams, SharePoint permissions, OneDrive
• Administer and troubleshoot endpoint management solutions, including Microsoft Intune, Windows Autopilot, and JAMF, covering device enrollment, application deployment
• Manage and troubleshoot Microsoft Entra ID and Active Directory, including role-based access, joiner–mover–leaver processes, security groups, conditional access
• Diagnose complex issues involving Windows devices, mobile devices, printers, peripherals, VPN, remote access, applications

What you need

• 3–6 yrs of experience
• Active Directory
• Office 365
• Windows
• Troubleshooting
• Intune
• ServiceNow
• Any graduate

Good to have

• IAM
• SOP writing