Urgent opening For Senior Analyst Service Desk

Role & responsibilities

Essential Functions:

• Serve as a technical support resource for internal users and external customers
• Receive, triage, document, and manage support requests via our JIRA Service Management support portals and via telephone intake utilizing Genesys.
• Diagnose, troubleshoot, and resolve technical issues or escalate appropriately
• Maintain accurate, timely, and professional ticket documentation and customer communication
• Adhere to service level agreements (SLAs), quality standards, and support processes
• Support onboarding and offboarding activities, including access provisioning and disablement
• Contribute to continuous improvement through documentation, knowledge sharing, and process feedback
• As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities - these may evolve right along with us!

Required Abilities, Education, and Skills:

• Strong customer service mindset with excellent written and verbal English communication skills
• Technical troubleshooting and analytical problem-solving skills
• Ability to manage competing priorities in a fast-paced environment
• Comfort working within ticketing systems and documented processes
• Willingness and ability to learn evolving technologies, applications, systems, and workflows utilizing all sources of knowledge (peers, documentation, media, AI) to grow proficiency
• Ability to build strong interpersonal relationships with colleagues working remotely throughout the US and India
• Proficiency in utilizing Microsoft Office365 applications
• Proficiency in troubleshooting Office365, Windows10/11, and MacOS
• India based applicants:
• Education: BE / B. Tech, MCA Preferred
• Full Time Technical Diploma

Preferred Abilities, Education and Skills:

• Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+)
• Bachelors degree in information technology or a related domain
• Experience supporting remote workforces
• Experience with a remote access tool like Teamviewer or Splashtop
• Experience with Active Directory, Entra, and Office365 administration
• Experience with Microsoft Intune, JAMF, or other device management apps
• Experience with JIRA Service Management or comparable ITSM tool
• Experience with leveraging AI tools to improve technical or non-technical skillsets
• Experience with general networking concepts (routing, DNS, IP topology, VPN)
• Advanced system or platform administration (Senior Analyst and above)
• Leadership, mentoring, or coaching experience (Advisor level)
• Data analysis, reporting, and operational metrics experience (Supervisor level)

Work environment/Physical Demands:

• Continuous sitting and fine manipulation

If based in India, may be required to work U.S. business hours to support global operations