Job Description
Insight Global is looking for a senior service desk analyst. Candidates will serve as the primary escalation point for Tier 1 and Tier 2 analysts for complex or non-standard incidents. They will independently resolve advanced incidents involving hardware, software, mobile devices, Microsoft 365 services, line of business apps, and contact center system while performing deep technical troubleshooting, root cause analysis, and permanent solution implementation. Candidates will support device imaging, application deployments, endpoint configuration, patching, and advanced workstation issues as required.
• Develop, maintain, and enhance technical knowledge base content, SOPs, and internal documentation.
• Analyze ticket trends and operational data to identify recurring issues and recommend process or technology improvements.
• Contribute to operational reporting and service desk metrics to improve performance and customer experience.
• Participate in major in...