Service Support Analyst

Service Support Analyst

Our client is seeking a Service Support Analyst to join their team. The analyst is responsible for managing the intake, assessment, and resolution of technology-related incidents and service requests from internal users across our client's organization. Acting as a primary point of contact, the analyst provides direct end-user support while ensuring requests are logged, prioritized, and resolved in alignment with established service management processes.

Task Execution and End-User Support

• Respond to incidents and service requests via phone, email, chat, and self-service portals
• Log, categorize, prioritize, and resolve tickets within the ITSM platform
• Troubleshoot desktop, application, and connectivity issues
• Communicate clearly with users and provide status updates

Endpoint & Desktop Support

• Support Windows laptops, desktops, and AVD
• Assist with device provisioning, refresh, and decommissioning
• Troubleshoot hardware, software, and configuration issues
• Support devices managed through centralized endpoint management platforms

Identity, Access & Administration

• Perform Entra  Active Directory administration tasks
• Support onboarding and offboarding processes
• Manage group-based access and permissions
• Troubleshoot authentication and access issues

Endpoint Management & Security Support

• Support device compliance with security baselines
• Assist with patching and endpoint protection troubleshooting
• Identify and escalate potential security incidents

Documentation & Continuous Improvement

• Document all support actions and resolutions
• Maintain and contribute to knowledge base articles
• Identify recurring issues and recommend improvements

Operating Standards & Expectations

• Operate within an ITIL-aligned service management framework
• Adhere to security, compliance, and data protection policies
• Meet defined service performance and documentation standards