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Senior Support Associate
2 months ago
The Service Desk Analyst L2 is responsible for delivering exceptional phone, remote, and desktop support to users facing daily challenges with Windows 10, Office, and various business applications. This role encompasses providing comprehensive hardware and software assistance for all company assets, including Surface Pros, laptops, monitors, peripherals, multifunctional printers/copiers, and video conferencing equipment.
Key Responsibilities- Deliver day-to-day service desk support services.
- Engage in face-to-face interactions and service desk support on a rotational basis.
- Analyze, document, and escalate issues to the appropriate support teams.
- Proactively monitor and review calls through the helpdesk support system.
- Ensure timely escalation of customer incidents and requests to internal teams or vendors.
- Collaborate with vendor support contacts to resolve technical issues.
- Conduct daily system monitoring to verify the integrity and availability of all hardware and server resources.
- Participate as a member of the service desk, assisting users with query resolution and conducting training sessions as needed.
- Engage in 24/7 on-call duty on a rotational basis.
- Log and track the movement of assets (desktop and mobile) using designated tools.
The ideal candidate will possess:
- A solid understanding of Microsoft Office and the O Suite of applications.
- Experience supporting Windows, Office, and standard desktop applications.
- Familiarity with Microsoft Teams, Azure Active Directory, video conferencing, and Condecco booking systems.
- A basic understanding of general network topologies, including LAN and wireless access points.
- Experience supporting remote access clients using VPN, Citrix, GoToAssist, or similar tools.
- Knowledge of hardware devices such as laptops, Surface Pros, Surface Hubs, and meeting room equipment.
Candidates should have 24 to 72 months of service desk or desktop support experience in a professional environment, demonstrating a strong ability to work with delivery/support teams and directly with clients.
Skills RequiredStrong skills in service operations are essential for this role.
