Job Description

The Service Desk Analyst II is responsible for providing timely and accurate responses to incoming incidents, requests, and alerts generated from calls and emails.

Analysts record information relayed from customers and troubleshooting steps performed in the case management system.

The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests efficiently while maintaining a high first-call resolution rate.

They must meet or exceed performance metrics for utilization, occupancy, and ready time in queue.

Key Responsibilities Include:
• Responding to incoming call and email queues promptly and documenting incidents accurately.
• Monitoring tickets generated by Case Management Systems for critical problems and performing first-level troubleshooting to diagnose issues.
• Monitoring and enforcing system security guidelines for clients and creating user accounts and access rights when applicable.
• Administering, configuring, and maintaining Microsoft Windows Server environments for optimal performance, security, and reliability.
• Collaborating with IT team members to monitor, manage, and troubleshoot M365 services including Azure, EntraID, and Intune.