Help Desk Analyst

Description

Position Summary: We are seeking a Help Desk Analyst with technical support experience, focused on efficient incident resolution and continuous improvement in critical environments, providing assistance to internal users and field technicians. Key Highlights: 1. Technical support for internal users and field technicians. 2. Cross-functional collaboration with Infrastructure, Networks, and Security teams. 3. Incident handling and resolution, access management, and monitoring. At ADT Security Services, we are looking for a **Help Desk Analyst** with technical support experience, focused on efficient incident resolution and continuous improvement in critical environments. You will be responsible for providing technical assistance to internal users and field technicians, ensuring the availability of corporate systems and tools, and collaborating on support process optimization. **Responsibilities** * Incident handling and resolution. * Access management: User provisioning, deprovisioning, and credential administration. * Documentation and escalation: Logging cases in the ticketing tool and escalating per procedures. * Cross-functional collaboration: Working with Infrastructure, Networks, and Security teams. * Monitoring and reporting: SLA compliance, metric tracking, and report generation. * Device support: IP telephony, peripherals, and mobile devices. **Requirements** * Education: Degree in Computer Science, Information Systems, or related fields. * Experience: 1–3 years in Help Desk (N1/N2\). * Technical knowledge: **Windows 10/11**, **Microsoft 365**, **Azure AD**, basic networking (IP, DNS, DHCP), VPN. Ticketing tools (ServiceNow, Jira). * Preferred: ITIL, Intune/MDM, English. * Skills: Effective communication, customer orientation, teamwork, and problem-solving ability.