Senior Analyst - Service Desk

The Service Desk will support MRO’s internal employee base and external customers with technical assistance across systems, applications, hardware, access, and proprietary healthcare platforms. This team serves as the first point of contact for technical issues and service requests, ensuring a consistent, professional, and high-quality support experience.

Essential Functions:  

• Serve as a technical support resource for internal users and external customers 

• Receive, triage, document, and manage support requests via our JIRA Service Management support portals and via telephone intake utilizing Genesys.  

• Diagnose, troubleshoot, and resolve technical issues or escalate appropriately 

• Maintain accurate, timely, and professional ticket documentation and customer communication 

• Adhere to service level agreements (SLAs), quality standards, and support processes 

• Support onboarding and offboarding activities, including access provisioning and disablement 

• Contribute to continuous improvement through documentation, knowledge sharing, and process feedback 

• As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities - these may evolve right along with us!  

Required Abilities and Skills:  

• Strong customer service mindset with excellent written and verbal English communication skills 

• Technical troubleshooting and analytical problem-solving skills 

• Ability to manage competing priorities in a fast-paced environment 

• Comfort working within ticketing systems and documented processes 

• Willingness and ability to learn evolving technologies, applications, systems, and workflows utilizing all sources of knowledge (peers, documentation, media, AI) to grow proficiency 

• Ability to build strong interpersonal relationships with colleagues working remotely throughout the US and India 

• Proficiency in utilizing Microsoft Office365 applications 

• Proficiency in troubleshooting Office365, Windows10/11, and MacOS    

Preferred Abilities, Education and Skills:  

• Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+)  

• Bachelor’s degree in information technology or a related domain  

• Experience supporting remote workforces 

• Experience with a remote access tool like Teamviewer or Splashtop 

• Experience with Active Directory, Entra, and Office365 administration  

• Experience with Microsoft Intune, JAMF, or other device management apps  

• Experience with JIRA Service Management or comparable ITSM tool  

• Experience with leveraging AI tools to improve technical or non-technical skillsets  

• Experience with general networking concepts (routing, DNS, IP topology, VPN)  

• Advanced system or platform administration (Senior Analyst and above) 

• Leadership, mentoring, or coaching experience (Advisor level) 

• Data analysis, reporting, and operational metrics experience (Supervisor level)  

Work environment/Physical Demands: 

• Continuous sitting and fine manipulation 

• Required to work as per U.S. business hours to support global operations