L2 Service Desk Analyst, Microsoft 365

Key Responsibilities

• Act as the first line of support for all IT issues via phone/email/portal/client-facing
• Provide regular updates to the client regarding resolution and progress status
• Office 365, Active Directory account creations, edits, and terminations
• Distribution, security, and MS group creations and edits
• Configure and deploy workstations per client standards
• Troubleshoot and resolve hardware & software tickets through ITSM software, shared drive and printer troubleshooting and mapping
• Escalate unresolved tickets to Senior Analysts by properly noting resolution attempts in the ticket. Maintain ownership of the request and work with the Senior Analyst towards resolution
• Support clients with Apple devices
• Server and infrastructure support (On-premises and In-cloud)
• Track time for every minute spent on a ticket
• Create SOP documentation for JR Analyst to refer...