Analyst II - Customer Support Operations(CSO)

Job Summary

We are seeking an experienced IT Service Desk Agent with 4+ years of hands-on IT support experience to provide Level 1/Level 2 technical support through chat and self-service ticket channels. The ideal candidate has excellent communication skills, a logical approach to troubleshooting, and a strong customer service mindset. This role requires the ability to efficiently resolve a wide range of end-user IT issues while working in a fast-paced, 24/7 support environment.

Responsibilities

• Customer Support Communication
  • Deliver professional, customer-focused support and communicate technical instructions clearly to both technical and non-technical users.
  • Assess and triage support requests based on user role, department, business impact, urgency, and established support priorities.
  • Adapt communication and troubleshooting approach based on the user's technical proficiency and business needs.
  • Maintain ownership of the customer experience through clear updates, expectation setting, and timely follow-up.
• Technical Support Troubleshooting
  • Provide technical support through chat, self-service, and remote support channels, with a strong focus on first-contact resolution.
  • Diagnose and resolve end-user hardware, software, access, and connectivity issues across Windows laptops, desktops, peripherals, and mobile devices.
  • Use available administrative and support tools to validate account status, access rights, group membership, permissions, licensing, and authentication issues.
  • Troubleshoot issues related to Citrix, VPN, printers, Microsoft Windows and Office, network connectivity, password resets, account access, and remote support tools.
• Incident Request Management
  • Manage incidents and service requests in accordance with defined SLAs, priorities, and support procedures.
  • Take ownership of assigned tickets through resolution, ensuring timely follow-up and clear communication with users.
  • Escalate complex or unresolved issues to appropriate support teams with complete troubleshooting details and documentation.
• User Device Administration
  • Perform user account administration and access-related activities in Active Directory.
  • Support Microsoft Exchange and Microsoft 365 user administration and troubleshooting.
  • Support and troubleshoot Mobile Device Management (MDM) solutions and managed mobile devices.
• Service Quality Knowledge Management
  • Maintain clear, accurate, and complete ticket documentation, including issue details, troubleshooting performed, findings, actions taken, and resolution steps.
  • Create and update knowledge base articles and support documentation to improve resolution consistency and self-service capabilities.
  • Identify recurring issues and knowledge gaps and contribute to continuous improvement of Service Desk processes and support practices.

Education Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent combination of education and relevant experience may be considered.
• 3-5 years of experience in Service Desk, Help Desk, Desktop Support, or end-user technical support.
• Hands-on experience supporting Windows environments, Microsoft 365, Active Directory, Citrix, VPN, mobile devices, and common end-user applications.
• Experience managing incidents and service requests within an ITSM/ticketing environment and working to defined SLA targets.
• Experience supporting user access, account administration, permissions, and authentication-related issues.
• Experience supporting global customers and working with users across different regions, cultures, and time zones.
• Strong verbal and written communication skills, with the ability to explain technical information clearly to both technical and non-technical users.
• Experience supporting users in a fast-paced, customer-focused, enterprise environment.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.