Service Desk Analyst L2

As a Senior Service Desk Analyst (L2), you will play a critical role in delivering advanced technical support and driving operational excellence across our end-user platforms. You’ll be responsible for resolving complex issues, contributing to platform roadmaps, and collaborating with internal teams and external vendors to ensure a consistent and high-quality client experience. This role demands deep technical expertise, strong communication skills, and a proactive mindset to lead initiatives and mentor junior analysts.

Key Responsibilities

• Build, configure, and deploy end-user devices and applications using automated tools and modern deployment strategies.
• Manage OS and application patching and remediation using Microsoft and third-party platforms (e.g. Ivanti, SCCM).
• Package and deploy applications across physical and virtual environments (VDI).
• Develop and maintain M365 policies, standards, and conditional access configurations.
• Provide expert-level support for complex issues including:
• • Email delivery and mail flow
  • Microsoft 365 policies and settings
  • Multi-Factor Authentication (MFA)
  • Microsoft Intune and endpoint protection
  • DNS, SPF, DMARC, DKIM
  • Umbrella, Defender, INKY, Proofpoint
  • OS performance and application behaviour
• Collaborate with internal teams and external vendors to escalate and resolve technical issues.
• Deliver support via multiple channels including phone, email, chat, and in-person interactions.
• Create and maintain standard operating procedures and technical knowledge articles.
• Contribute to the roadmap for end-user device platforms and stay current with modern workplace trends.
• Ensure consistent client experiences across global teams and environments.
• Participate in strategic projects and initiatives to improve service delivery and automation.
• Provide off-hours on-call support as required.

Requirements & Qualifications

• 5+ years of experience in IT support, with a blend of engineering and operational responsibilities.
• Deep expertise in modern workplace technologies including Microsoft 365, Exchange, Intune, MFA, Defender, and application virtualization.
• Strong understanding of email security and authentication protocols (SPF, DMARC, DKIM), and tools such as INKY, Proofpoint, and Umbrella.
• Experience with patching and remote management platforms (e.g. Ivanti, SCCM, JAMF).
• Familiarity with data protection solutions such as Microsoft Azure, VEEAM, Rubrik, or Zerto.
• Proficiency in endpoint protection, OS performance tuning, and application packaging.
• Experience with ServiceNow or similar ITSM platforms.
• Strong troubleshooting skills across hardware, software, and network layers.
• Excellent written and verbal communication skills with a confident and friendly presence.
• Ability to remain calm and effective under pressure while supporting demanding clients.
• Passion for delivering best-in-class managed services and driving continuous improvement.
• Self-motivated, ambitious, and comfortable working independently or as part of a team in a fast-paced environment.