L2 Service Desk Analyst, Microsoft 365

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Description

About the Position: As a Service Desk Analyst , you will be working directly with AvePoint's partner, FSI Strategies, in helping clients leverage Microsoft Technologies to achieve more. You will be the primary point of contact for clients seeking technical support, managing incoming service requests via various channels. Your role involves creating and assigning service tickets, coordinating with technical staff for timely resolution, and providing regular updates to clients. You will also handle basic administrative tasks, vendor management, and ensure efficient communication and follow-up to maintain high customer satisfaction. Key ) Escalate unresolved tickets to Senior Analysts by properly notating resolution attempts in the ticket. Maintain ownership of the request and work with the Senior Analyst towards resolution Support clients with Apple devices Server and infrastructure support (On-premises and In-cloud) Track time for every minute spent on a ticket Create SOP document

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