L2 Service Desk Analyst, MSP

📋 Description

• Act as the first line of support for all IT issues via phone/email/portal/client-facing
• Provide regular updates to the client regarding resolution and progress status
• Office 365, Active Directory account creations, edits, and terminations
• Distribution, security, and MS group creations and edits
• Configure and deploy workstations per client standards
• Troubleshoot and resolve hardware & software tickets through ITSM software, shared drive and

🎯 Requirements

• Has more than 4 years of relevant years of in technical support/ service desk experience
• Demonstrated ability to work collaboratively in resolving tickets efficiently and effectively
• Proven track record of owning client issues through to resolution
• Experience in working with Coordinators and Management to enhance service levels
• Proficiency in using Microsoft Teams for escalation and learning purposes
• Commitment to adhering to FSI security protocols and client confidentiality training

🎁 Benefits

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Wellness Reimbursement Program (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)