Service Desk Analyst

HAYWARD HAWK is working with a local cybersecurity service provider to find a Service Desk Analyst to join their growing team. Job Responsibilities Provide prompt and courteous support to end-users via web portal, email, and phone for submitted Service Requests and Issues. Typical requests include user onboarding/offboarding, access control (SharePoint, mail, and calendar management), and the application of conditional access policies. Communicate effectively with both written and verbal skills, prioritizing a strong customer service experience. Maintain a high fulfillment rate, aiming to resolve at least 85% of service requests within specified Service Level Agreements (SLAs). Escalate more complex technical issues to specialized Engineering support teams as needed. Take full ownership of support cases and ensure they are followed through to resolution with client confirmation. Assist in automating routine tasks and identifying opportunities for process improvement. Contribute to documentation, adding valuable insights into the knowledge base and client environments. Identify recurring issues and engage in root cause analysis to prevent future occurrences. Participate in project teams and other initiatives as required. Requirements & Qualifications Strong commitment to delivering exceptional client experiences. Excellent written and verbal communication skills. Confident and approachable phone demeanor. Minimum 2 years of hands-on experience supporting environments that include Microsoft Windows, macOS, Mobile Device Management, Microsoft 365, O365, Microsoft Entra ID, and VPN solutions. Demonstrated analytical abilities for diagnosing and resolving hardware, software, and network connectivity issues. Experience working with ticketing systems (e.g., ServiceNow) and remote support tools. Adaptable and flexible in a fast-paced, changing environment, with the ability to maintain composure and sound judgment. Strong troubleshooting and problem-solving skills. Willingness to proactively share knowledge and suggest improvements. Team-oriented, collaborative, and able to remain calm under pressure. Familiarity with ITIL practices is an advantage. Willingness to provide off-hours, on-call support, including weekends and holidays. For more information, please contact Alice Armstrong at Hayward Hawk. Skills: InTune MDM M365 macOS