IT Service Desk Analyst
Full-time
HR Spectacles
- Microsoft 365 Administration Support: Proficiency in managing and troubleshooting Microsoft Office applications like Outlook, Word, Excel, PowerPoint. Understanding of Office 365 cloud services and administration is essential.
- Microsoft Azure AD Support: Familiarity with Azure Active Directory for user management, including creating and managing user accounts, groups, permissions, and access controls.
- Microsoft Windows Desktop Operating Systems: In-depth knowledge of various versions of Windows OS, including installation, configuration, troubleshooting, and maintenance.
- Mobile Operating Systems (Android and iOS): Understanding of mobile operating systems, including setup, configuration, app management, and troubleshooting common issues.
- Networking Fundamentals, VPN, and LAN Technologies: Basic to intermediate knowledge of networking concepts, including configuring and troubleshooting LAN and VPN connections.
- Security Basics and Endpoint Security Software: Awareness of cybersecurity principles, ability to work with antivirus software, and understanding of endpoint security practices.
- Ticketing Systems and Remote Support Tools: Experience with ticketing systems for tracking and managing IT support requests. Familiarity with remote support tools for providing assistance to users who are not physically present.
- Excellent Verbal and Written Communication: Ability to communicate effectively with clients, colleagues, and external stakeholders in a clear and professional manner.
- Customer Service Focused: Strong customer service skills, with the ability to empathize with users, understand their needs, and provide effective solutions.
- Willingness to Learn: Ready to undergo training and continuously upgrade skills in various IT technologies.
- Team Player: Ability to work cooperatively with others, share information, and work effectively as part of a team.
- Adaptability to Night Shift: Amenable to work in a night shift position, catering to the primary client base in the United States.
- Problem-Solving Skills: Capable of conducting initial triage, analysis, troubleshooting, and resolving issues independently while knowing when to escalate complex cases.
- Documentation Skills: Ability to maintain accurate and detailed IT documentation.
- IT Certifications: Certifications are a definite advantage, but not a requirement.
- Experience in MSP: Prior experience in a Managed Service Provider (MSP) environment is highly encouraged and considered a significant advantage.
- Alternatively, experience in IT or Business Process Outsourcing (BPO) environments, particularly at the international level, is also valuable.
Vacancy posted more than 2 months ago
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