Senior Service Desk Analyst

We are looking for a Senior Service Desk Analyst who can handle complex IT issues and provide effective solutions for our clients. You will be responsible for managing and maintaining various IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS. You will also be involved in training and mentoring junior staff, creating and updating documentation, and ensuring compliance with IT policies and standards.

Responsibilities

• Provide first and second level support for IT incidents and requests, ensuring timely and accurate resolution.
• Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
• Perform regular backups, updates, and maintenance of IT systems and platforms.
• Escalate complex or unresolved issues to third level support or vendors as needed.
• Create and maintain IT documentation, such as procedures, manuals, reports, and tickets.
• Train and mentor junior staff on IT systems and platforms, best practices, and customer service skills.
• Ensure compliance with IT policies, standards, and security measures.
• Collaborate with other IT staff and stakeholders to improve IT service delivery and customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• At least 5 years of experience in IT service desk or technical support roles.
• Advanced knowledge and skills in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
• Excellent communication, problem-solving, and customer service skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks and deadlines.
• Certifications in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS, are preferred.

About Eastvantage

At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.

We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.

We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.