Job Summary:
The IT Service Desk and Endpoint Analyst serve as the first point of contact for all requests, incidents, and inquiries related to Identity & Access Management (IAM), collaboration platforms, and endpoint services. The role is responsible for initial triage, troubleshooting, resolution where applicable, and proper dispatching to specialized teams via the ITSM tool ServiceNow.
Key Responsibilities:
- Handle incoming incidents, service requests, and inquiries related to IAM, collaboration, and endpoint services.
- Provide first-line support for:
- Active Directory (user accounts, groups, permissions)
- Azure Entra ID (identity and access management, conditional access)
- Microsoft 365 collaboration services (Outlook, Sharepoint, OneDrive, Teams)
- Microsoft Intune endpoint management (Policies & Autopilot provisioning)
- Tanium endpoint monitoring, management & compliance
- Jamf Apple device management (Only Mac OS)
- Zimbra/Dovecot
- Perform user provisioning/deprovisioning and access modifications according to defined processes.
- Troubleshoot authentication, access, device compliance, and network-related issues.
- Accurately log, categorize, prioritize, and document all tickets in ServiceNow.
- Escalate and dispatch tickets to second- or third-level support teams when required.
- Ensure adherence to SLAs and follow up with users to confirm resolution and satisfaction.
- Maintain knowledge base documentation and support continuous service improvement.
- Manage software distribution and lifecycle using Tanium.
- Test, deploy, and rollback standard corporate applications
- Maintain packaging documentation and coordinate validation with app owners.
Required Skills & Qualifications:
- Experience in IT Service Desk or IT support environment.
- Working knowledge of Active Directory, Azure Entra ID, Microsoft 365, Google, Intune, Tanium, and Jamf.
- Understanding of Identity & Access Management concepts and endpoint management.
- Understanding of key concepts of Systems and Networking
- Familiarity with ITIL principles and ITSM tools.
- Strong troubleshooting, communication, and customer service skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
