The Service Desk Analyst serves as a frontline technical resource, providing prompt, professional, and customer-focused support to clients across a variety of environments. This role is responsible for handling Tier 1–2 incidents and requests, troubleshooting end-user issues, escalating complex problems, and ensuring exceptional service delivery on behalf of the MSP.
Key Responsibilities:
- Act as the primary point of contact for client technical issues via phone, email, and ticketing system.
- Provide Tier 1–2 troubleshooting and resolution for Windows OS, macOS, O365, desktop hardware, printers, networking, mobile devices, and common business applications.
- Manage and triage incoming tickets; ensure timely updates, documentation, and closure in accordance with SLAs.
- Perform user account administration (Active Directory, Azure AD, O365), password resets, access provisioning, and group policy support.
- Install, configure, and support desktops, laptops, peripherals, and standard MSP toolsets (RMM, AV, backup, monitoring).
- Follow escalation procedures and collaborate with senior engineers when issues require advanced expertise.
- Participate in onboarding/offboarding tasks and workstation deployments.
- Maintain accurate documentation, SOPs, and knowledge base articles.
- Deliver excellent customer service with strong communication, professionalism, and follow-through.
- Contribute to continuous improvement of processes and service quality.
Required Skills & Experience:
- 1–3+ years of service desk or IT support experience, ideally within an MSP environment.
- Strong knowledge of Windows OS, O365 administration, basic networking (DNS, DHCP, VPN), and hardware/software troubleshooting.
- Experience with RMM/PSA tools, remote support platforms, and ticketing systems.
- Familiarity with Active Directory, Azure AD, Exchange Online, MFA, and basic security practices.
- Ability to multitask in a fast-paced, client-focused support setting.
- Excellent communication, customer service, and problem-solving skills.
- Certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.
