Senior Service Desk Analyst

Core Responsibilities

• Single Point of Contact (SPOC) for all IT incidents and service requests
• Log, categorize, and prioritize tickets in the ITSM platform
• First-line troubleshooting - password resets, account unlocks, M365 issues, app/printer/workstation support
• First Contact Resolution and SLA-driven incident management
• Process standard service requests (account creation, access, software/hardware requests)
• Monitor service desk queues and infrastructure alerts
• Escalate complex issues to L3 teams with complete troubleshooting notes
• Keep users informed and confirm resolution before closure
• Maintain knowledge articles and conduct structured shift handovers for 24/7 continuity

• Troubleshoot Windows/macOS, M365, Entra , Exchange Online, Intune, SharePoint/One Drive, VPN
• Perform root cause analysis (RCA) and lead major incident resolution
• Maintain known error database and problem records; participate in post-incident reviews
• Own endpoint and server patch management (Intune/MECM/SCCM/WSUS) incl. compliance reporting and emergency patching
• Manage Windows, macOS, iOS, and Android devices via Intune; develop compliance policies and security baselines
• Support advanced identity & access management - SSO, Conditional Access, MFA, privileged access review
• Develop SOPs, runbooks, and maintain the Service Desk knowledge base
• Produce operational reports, track SLA/KPI performance, and recommend service improvements
• Coordinate with Microsoft and other vendors on support cases and escalations

A candidate based in or willing to relocate to the Eastern Province, with hands‑on enterprise/managed services experience across the M365 stack, strong ownership of incidents end‑to‑end, and the technical depth to lead, not just elevate.