Service Desk Analyst
- Own incidents and service requests end-to-end, ensuring timely resolution and accurate documentation
- Provide advanced remote and onsite support for Windows, macOS, and mobile devices
- Troubleshoot Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint
- Diagnose and resolve issues across endpoint management platforms such as Intune and SCCM
- Support video conferencing technologies and collaboration tools
- Conduct structured troubleshooting using logs, event viewers, system tools, and device management platforms
- Manage and coordinate escalations while maintaining ownership through to resolution
- Create and maintain knowledge articles, SOPs, and technical documentation
- Support onboarding and offboarding activities, including device setup and access provisioning
- Communicate technical updates and resolutions clearly to users and stakeholders
- Contribute to continuous service improvement initiatives and reduction of recurring issues
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