Job Description - Service Desk Analyst in Pontiac
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Service Desk Analyst

Ref: US_EN_6_916321_1457701

Posted on 27 July 2022

Service Desk Analyst.

RESPONSIBILITIES: Engage and empathize with customers to support and resolve technical issues through completion. Develop, foster and maintain highly effective customer interaction. Accurately document all work performed through ticketing system including details and outcomes. Ensure accurate and timely resolution of all assigned issues. Escalate product bugs or unresolvable cases. Collaborate with team members to enhance the customer experience.

Main focus will be on support of Microsoft Office 365 on various platforms. Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations. Participate in product testing, tool building and pilot new projects. Secondarily will back up other team members on Telecom, Hardware and Server incidents.


• Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions. • Demonstrated ability to think on your feet and take a methodical approach to troubleshooting. • Excellent written and verbal communication skills. • Understanding of O365 Suite and environment. • Understanding of O365 capabilities, plans, service descriptions and features • Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)

Equal Opportunity Employer/Veterans/Disabled

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