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Senior IT Service Desk Analyst
Overview
We are seeking a Senior IT Service Desk Analyst to play a key role in delivering advanced IT support and ensuring smooth day-to-day operations across the organization.
This position is ideal for a hands-on, senior-level professional who can troubleshoot complex issues, support end users, and act as a bridge between internal teams and external IT service providers. You will also have the opportunity to mentor junior team members and contribute to ongoing IT improvements and projects.
Key Responsibilities
- Provide Tier 1, Tier 2, and Tier 3 technical support across the organization
- Administer and manage Microsoft Intune for device management and security compliance
- Manage Microsoft 365 and Exchange, including onboarding/offboarding and user administration
- Configure, image, and deploy laptops, desktops, and mobile devices
- Troubleshoot hardware and software issues (including BIOS-level troubleshooting)
- Support and maintain Windows Server environments, Active Directory, and Group Policy
- Provide remote support using tools such as Dameware or similar
- Maintain and manage IT service management (ITSM) systems aligned with ITIL best practices
- Document technical issues, resolutions, and processes
- Collaborate with IT leadership and external service providers to resolve escalated issues
- Participate in IT projects such as system upgrades, migrations, and process improvements
- Ensure compliance with internal security policies and procedures
Required Qualifications
- 5 years of experience in IT support or service desk environments (Level 2–3)
- Strong experience with Microsoft 365 (O365) full suite
- Hands-on experience with Microsoft Intune (endpoint management, updates, deployments)
- Experience with Microsoft Exchange (user lifecycle management)
- Strong hardware troubleshooting skills (including BIOS-level)
- Experience with Windows Server, Active Directory, and Group Policy
- Knowledge of networking fundamentals and troubleshooting
- Strong customer service and communication skills
- Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications
- Experience with Azure cloud technologies and security practices
- Familiarity with ITSM tools (e.g., Service Desk platforms, CMDB, asset management)
- Experience with Power BI or scripting (Batch or similar)
- Experience writing IT policies and procedures
- Knowledge of CI/CD, automation, or process improvement initiatives
- Industry certifications (e.g., CompTIA A , Microsoft certifications)
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)