remote
Service Desk Analyst - J.D. Irving
Software Engineer
Provide first‑line technical support for internal users, handling incidents, service requests, and inquiries via phone, chat, and ticketing tools while following ITIL best practices and delivering excellent customer service.
About the role
Key Responsibilities
- Serve as the initial point of contact for employees across multiple business units, receiving and logging incidents, service requests, and general IT inquiries.
- Troubleshoot hardware, software, and network issues on Windows desktops, laptops, and mobile devices, guiding users to resolution.
- Utilize ticketing systems to track, prioritize, and document all support activities, ensuring timely closure in line with service level agreements.
- Manage user accounts, permissions, and access in Active Directory and Office 365, including password resets and mailbox provisioning.
- Apply ITIL incident and request management processes to maintain consistent, high‑quality support delivery.
- Collaborate with senior IT teams to escalate complex problems and contribute to knowledge‑base articles.
Requirements
- 2+ years of experience in a service desk or technical support role supporting Windows environments.
- Strong knowledge of Active Directory, Office 365, and common desktop applications.
- Familiarity with ITIL frameworks and ticketing platforms (e.g., ServiceNow, JIRA).
- Excellent communication and customer‑service skills, with the ability to explain technical concepts to non‑technical users.
- Problem‑solving mindset and ability to work efficiently in a fast‑paced, high‑energy team.
Skills
itilactive directory