Coretek is searching for a highly motivated Senior Service Desk Analyst to join as a key member of our Service Desk Team. The Senior Service Desk Analyst is responsible for providing advanced technical support, troubleshooting complex IT issues and mentoring junior analysts. This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving Service Desk processes. The candidate will be responsible for providing exceptional customer service to internal Coretek employees and external clients.ResponsibilitiesProvide 2nd line Service Desk support for client IT incidents and requests, to include but not limited to:M365 and O365 AdministrationResolve basic virtual client issues including virtual and physical endpoints – ie. CitrixPC hardware and software errors and issuesDesktop or related client hardware peripheralsMicrosoft Azure related incidents and requestsResearch, resolve, and respond to complicated technical Incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating ProceduresAct as an escalation point for technical problems from junior analystsAccept and log external and internal client callsFirst Call Resolution - Execute first attempt to resolve the client call on first callPerform administration and support of virtual and physical endpoints and systems using available system toolsEscalate incidents and requests to the appropriate technical team for additional troubleshooting and resolutionTrack the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level AgreementCommunicate, internally and externally, the status of the call directly with the clientContribute to the Knowledge Base with updates to existing articles and generation of new articlesAssist with cross training of Service Desk team members as neededRequirements3-4 years working at a Service Desk in a medium-to-large operational environment supporting multiple clients and systemsAdvanced understanding of the following operating systems:WindowsMACProficient knowledge of Active Directory tools and processesBasic knowledge of networking frameworksNetwork+, A+, or Security+, requiredMS900 or AZ900 certifications are preferredITIL v4 Foundations certification requiredShift - Hours7 p.m. - 7 a.m. - Alternating WeeksWednesday, Thursday, Friday, SaturdayThursday Friday Saturday

Senior Service Desk Analyst-Night Shift

Emma

Requirements and responsibilities

Skills wanted:

Language(s) required:

Ron Lisch

About Coretek Services:

www.coretek.com/

Admin access needed

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