Senior Analyst, End User Support

Thinkahead Consultant Psychologist Pty Ltd

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

Tech Stack

AzureCloudITSMServiceNow

About the role

  • Provide L2 Service Desk support by handling client calls, managing incident/request tickets, troubleshooting end-user, hardware, OS, and cloud issues, and acting as an escalation point for L1.
  • The role includes User and Identity Access Management, support for Microsoft 365, Azure services, Windows OS, and Google Workspace, and working with ITSM tools like ServiceNow while following SOPs and documenting resolutions.
  • Ideal candidates have 5–6+ years of enterprise help desk experience with strong troubleshooting and communication skills.

Requirements

  • 5 years (prefer 6+) Help Desk/Service Desk experience, preferably at the enterprise level
  • Prior experience with G Suite / Google Workspace is mandatory.
  • Excellent troubleshooting and problem resolution skills
  • Ability to think and act independently when faced with a new or undocumented issue
  • Ability to determine whether issues are at local PC, virtual desktop or Cloud based server/applications.
  • Windows 10/11 OS
  • Adept with the following Microsoft admin centers and able to complete basic tasks without guidance:
  • 365 Admin Center
  • Exchange Admin Center
  • Entra Admin Center
  • Intune Admin Center
  • Working knowledge and understanding of the following Azure Services:
  • Privileged Identity Management (PIM)
  • Entra ID
  • Azure Virtual Desktop
  • Compute Infrastructure | Virtual Machines
  • Supporting Windows Server OS, Azure/M365 and Partner Center, Exchange, InTune, SharePoint, OneDrive,Teams.
  • Virtual Desktop topology & support
  • Advanced troubleshooting -ability to determine root cause without assistance or documentation
  • Clear and concise communicator
  • Confident and able to perform all of the above with little to no need for guidance
Benefits
  • Must be proficient at English, both written and verbal
  • Must be able to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operation Procedures (SOPs) and "How To" guides
  • Experience with ServiceNow or similar ITSM/Ticketing platform
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Help Desk supportService Desk supporttroubleshootingUser and Identity Access ManagementWindows 10Windows 11Azure servicesMicrosoft 365G Suiteadvanced troubleshooting
Soft Skills
communication skillsproblem resolutionindependent thinkingclear communicationconfidence