Global Service Desk Analyst

JOB DESCRIPTION

Service Desk Analyst (Mac 80% Windows 20%)

This is a permanent position with PACER Automation. Upon selection, you will be deployed to our esteemed client site.

Service Desk Analyst provides technical help for users of an organization. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks. work closely with an organizations IT department to provide assistance relating to work that may be outside the scope of their expertise. Service Desk Analysts provide support relating to common incidents, and they serve as a single point of contact for any system-related issue.

Responsibilities and Duties.

- Operating Systems:

• o Advanced troubleshooting for macOS (Reimaging, crash analysis, log collection)

• o Windows support (Remote reimage, BSOD, performance optimization, app crash fixes)

- End-User Support:

o Expertise in Zero Touch Provisioning and remote support tools (Zoom, etc.)

o Strong problem-solving and incident resolution skills under SLA-driven environments

o Excellent interpersonal and communication abilities with a customer-first mindset

- Tools Technologies:

o Active Directory (User provisioning, permissions, policy management)

o Office 365 / Google Workspace administration

o Exchange 365 / Google Admin Suite configuration support

o Amazon Cloud PC and Telephone Apps (Amazon Connect, Zoom Phone, etc.)

o ServiceNow (Ticketing, Incident Request Management)

o VPN solutions: Global Protect, Zscaler

o Conferencing Platforms: Zoom, BlueJeans, Microsoft Teams

o Collaboration Tools: Box, SharePoint, OneDrive, Google Drive

o Networking Infrastructure:

o Knowledge of Networking fundamentals (LAN/WAN, IP, DNS, DHCP, VPN)

o Support for Cloud-based environments and endpoint connectivity issues

o IT Service Management:

o Familiarity with ITIL processes (Incident, Change, and Problem Management)

o Proven ability to work in 24/5 and night shift rotations supporting global teams

- Professional Attributes:

o Passionate about delivering exceptional IT support experiences

o Agile, adaptable, and skilled at managing multiple priorities

o Committed to continuous learning and technology improvement

- Required Skills:

o Provide multi-channel IT support through calls, chats, and emails, ensuring timely and effective resolution of end-user issues.

o Work on weekends (on-call via PagerDuty) as part of a global support rotation, ensuring uninterrupted service delivery.

o Perform installation, upgrades, and maintenance of software, hardware, and peripherals across diverse platforms.

o Deploy and patch software efficiently using Workspace ONE (AirWatch) and related endpoint management tools.

o Deliver a high standard of customer service, adhering to ITIL-based service management principles and organizational SLAs.

o Analyze and resolve incidents with an emphasis on achieving 95% First Call Resolution (FCR).

o Provide clear and proactive guidance to users, recommending the most effective solutions or next steps.

o Take ownership of employee issues, ensuring thorough follow-up, timely updates, and transparent communication on resolution progress.

o Support operational continuity during system changes or outages, acting promptly to minimize service disruption and maintain compliance with SLA and information security policies.

o Develop and maintain detailed knowledge base articles and process documentation to enhance team efficiency and consistency.

o Actively communicate trends, recurring issues, and improvement opportunities during team meetings to drive service enhancement.

o Escalate unresolved or complex issues to higher-level support teams when necessary, maintaining strong collaboration and accountability.

o Demonstrate initiative by leading small-scale IT projects from planning through to successful implementation and delivery.