Service Desk Analyst

Every tech does a bit of everything, from printer jams to firewall rules. Dentists, insurance agents and law offices make up most of the client list.

Role overview:

We are adding a Service Desk Analyst to our operations team. We want someone who stays calm with frustrated users and keeps good notes in the ticket. The company is based in Manchester, the UK. The team is distributed across several countries. We engage team members in Bangladesh as full-time contractors. Most of our contractors have been with us for more than two years. You will need to be available during UK office hours, at least until 3:00 PM GMT. You will need a reliable internet connection and a quiet place to work.

What you'll be doing:

• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.
• Keep ticket notes and time entries up to date.
• Track hardware inventory and warranty status in the asset system.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Connect remote users to VPN and troubleshoot access issues.
• Install and update approved software and remove anything unlicensed.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.

Who you are:

• 1-2 years of help desk or desktop support experience.
• Experience with Active Directory user and group management.
• Customer service skills and patience with non-technical users.

Schedule: Four 10-hour shifts, Tuesday to Friday, with rotating Saturday coverage

Pay and benefits:

• Paid in USD.
• Monthly internet allowance.
• Flexible hours.
• Monthly payments via wire transfer or Wise.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Scott Managed Services Ltd.