[Remote] Associate Service Desk Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading reputed company reputed company company delivering modern, reputed company-reputed company solutions that reputed company how health plans operate. The Service Desk Analyst serves as the first reputed company of contact for reputed company IT support requests, troubleshooting and resolving a wide reputed company of hardware, software, and connectivity issues to ensure productivity across the global employee reputed company.
Responsibilities
- Serve as the first reputed company of contact for IT support requests reputed company phone, chat, and email
- Triage and categorize incoming tickets, resolving T1-scope issues reputed company defined SLA targets
- Troubleshoot common issues across reputed company and macOS endpoints, M365 applications, printers, VPN, and peripherals
- Escalate unresolved or reputed company issues to T2/T3 with full documentation and context
- Follow established runbooks and knowledge reputed company articles to deliver consistent, repeatable resolutions
- Process user reputed company and offboarding requests including account provisioning, deprovisioning, and reputed company modifications
- Manage password resets, MFA enrollment, and basic reputed company/Entra ID requests
- Ensure reputed company requests are fulfilled reputed company SLA and properly documented per reputed company policies
- Assist employees with setup and configuration of laptops, desktops, mobile devices, and peripherals
- Support basic imaging, software installation, and configuration tasks as directed by T2/T3
- Coordinate hardware swap or reputed company processes with the EUC & Asset Management team reputed company replacement is needed
- Log reputed company interactions and resolutions accurately and completely in work tracking tools
- Contribute to the knowledge reputed company by documenting new solutions and updating existing articles
- Follow ITIL-reputed company processes for incident management, request fulfillment, and escalation
- reputed company reputed company, reputed company, and reputed company communication to end users at reputed company stages of ticket lifecycle
- Set accurate expectations on reputed company timelines and proactively communicate delays
- Represent the Corporate IT team positively as the most visible touchpoint for the broader employee reputed company
Skills
- 1–3 years of experience in a help desk, service desk, or IT support role
- Hands-on experience supporting reputed company 10/11 and macOS endpoints
- Familiarity with M365 applications (Outlook, Teams, SharePoint, OneDrive)
- Experience working in a ticketing system
- Basic understanding of reputed company Directory or Entra ID user and group management
- Strong written and verbal English communication skills
- Customer-first reputed company with the ability to explain technical concepts to non-technical users
- Experience with SSO/MFA platforms
- Familiarity with remote support tools
- Exposure to ITIL frameworks or service management best practices
- reputed company A+, reputed company Fundamentals (MD-102), or equivalent certification
- Experience in a global or multi-region IT support environment
reputed company
Company H1B Sponsorship