Analyst, IT Service Operations
Provides end-user IT support for Microsoft 365 applications, Windows and Mac hardware, software installations, and ticket resolution. Requires a bachelor’s degree, at least one year of related experience, and familiarity with ITSM tools and Azure AD.
About the job
Responsibilities
- Provide Office 365 application support to end users, including Microsoft Teams, Outlook, and OneDrive.
- Support Windows laptops, MacBooks, and related end-user computing hardware.
- Troubleshoot technical and configuration issues involving Office 365 applications.
- Document solutions, procedures, and other technical information.
- Perform system and software installations.
- Record customer inquiries and incidents in the ticketing system.
- Monitor and manage resolution of open tickets.
- Collaborate with other support teams and escalate issues as needed.
- Identify recurring issues and propose preventative solutions.
- Meet service-level agreements and customer satisfaction targets.
- Stay current with technology trends to provide efficient service.
Requirements
- Bachelor’s degree.
- At least 1 year of related experience.
- Experience supporting Office 365, Outlook, Teams, and OneDrive.
- Experience supporting Windows 10 and Windows 11 desktop operating systems.
- Experience troubleshooting end-user issues and managing support tickets.
- Experience with IT service management tools such as Freshservice, ServiceNow, or Jira.
- Basic knowledge of Azure AD, networking, Windows administration, and AI.
- Basic remote troubleshooting skills.
- Strong customer service, communication, problem-solving, and organizational skills.
- Ability to work independently and collaboratively, perform under pressure, and adapt to changing scenarios.
Nice to Have
- Technical certifications.
- ITIL certification.
Skills
Microsoft 365, Microsoft Teams, Outlook, Onedrive, Windows 10, Windows 11, Azure Ad, Itsm, Freshservice, Servicenow, Jira, Windows Administration, Networking, Remote Troubleshooting, Itil
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