Overview of the Role
The Service Desk Analyst will provide first-level technical support to MSP customers, acting as the primary point of contact for incidents, service requests, and general IT support enquiries. This role will be responsible for resolving standard technical issues, performing endpoint administration and user account support activities, and delivering a high level of customer service while ensuring compliance with established service level agreements (SLAs).
Responsibilities:
• Act as the first point of contact for end-user support via phone, email, Microsoft Teams, and the ITSM ticketing system.
• Log, categorize, prioritize, and triage incidents and service requests in line with defined service desk processes.
• Provide first-call resolution (FCR) for common issues across Windows devices, Microsoft 365, Outlook, Teams, OneDrive, printers, and business applications.
• Provide remote support using Datto RMM to diagnose and resolve endpoint issues.
• Accurately log, update, and close tickets in Autotask, and maintain documentation in IT Glue.
• Provision user accounts, password resets, Microsoft 365 access, and basic device and application support.
• Create, modify, and disable user accounts, including password resets and basic Microsoft Entra ID administration.
• Provision, set up, and decommission end-user devices following standard onboarding and offboarding procedures.
• Monitor endpoint health, backup alerts, and system notifications, escalating issues where required.
• Escalate complex or unresolved technical issues to L2 support while ensuring clear handover and documentation.