Accountable for triaging and troubleshooting of moderate to complex level 1 incidents and problems generated by phone, self-service, and email along with resolution/root cause within service target timelines
Responsible for providing guidance and training to other members of the 1 st level support Service Desk team related to incidents and How Tos ensuring ongoing transfer of knowledge to support a high level of first call resolution
Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service articles to drive use of the Knowledge Base by end users and reduce inbound calls to the Service Desk
Maintains an understanding of standard applications supported by the End User Services team

Advanced English
3+ years of equivalent work experience in technical support or a people management role
Experience with end-user technologies , including: Desktops, laptops, and mobile devices, Meeting room technology
Operating systems: Windows, MacOS, iOS
Office 365 products: Teams, OneDrive, SharePoint, Teams Voice
MCP WIN 10 certification
Azure experience
Understanding of ITIL processes and call tracking systems (e.g., ServiceNow)
Highly proficient in verbal and written communication, with the ability to interact with all levels of the organization

Service Desk Analyst

Key skills