Job Title

Role Summary The Service Desk Support Analyst - Tier Two will provide advanced technical support to our customers, ensuring the smooth operation of their IT systems. This role requires a high level of technical expertise and excellent customer service skills, with a primary focus on in-person customer collaboration. Responsibilities Offer second-level support for incoming service requests and incidents, and address escalated technical issues from the Service Desk. Offer in-person and remote support to end-users, ensuring prompt and efficient resolution of issues. Troubleshoot and resolve issues related to Microsoft Office 365, Microsoft Azure, Microsoft Intune, Microsoft Windows Server, and Active Directory. Assist with network technologies, including configuration, troubleshooting, and maintenance. Collaborate with other IT teams to identify and resolve complex technical issues. Maintain detailed documentation of support activities and resolutions in the Service Desk system. Provide training and guidance to end-users on the use of IT systems and applications. Participate in the development and implementation of IT policies and procedures. Ensure compliance with security protocols and company policies. Assist with IT projects as required. Requirements Proven experience in a tier two service desk support role. Strong working knowledge of Microsoft Office 365, Microsoft Azure, Microsoft Intune, Microsoft Windows Server, and Active Directory. Familiarity with network technologies and troubleshooting. Excellent customer service skills, with a focus on in-person customer collaboration. heavily focused with stakeholder communication and customer excellence. Strong organizational skills and attention to detail. Ability to work independently and as part of a team. Excellent problem-solving and communication skills. Experience with ITSM, PSA, and RMM tools are a plus. Relevant certifications (e.G., Microsoft Certified: Azure Fundamentals, CompTIA Network+, etc.) are a plus. Preferred Qualifications College diploma in IT, Computer Science, or a related field Previous experience in a customer-facing IT support role Experience with ITIL practices and frameworks.