Global Remote IT Service Desk Analyst

Sitecore

United States

Remote

USD 58,000 - 78,000

Full time

7 days ago

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Job summary

Sitecore is seeking a Service Experience Analyst to be the first point of contact for colleagues needing technical support across our global organization. You will diagnose and resolve day-to-day technology issues, manage requests through ServiceNow, and deliver a responsive, user-focused support experience across Windows, macOS, mobile devices, and Microsoft 365.

You will work with L2, L3, and external partners, participate in rotating shift schedules to cover global time zones, and help keep

Qualifications

Bachelor’s degree in IT or CS required.
At least 2 years of L1 service desk experience.
Experience supporting Windows, macOS, and mobile devices.
Strong troubleshooting across hardware, software, networks, OS, and cloud services.
Proficient with Microsoft 365, Exchange, Teams, SharePoint and permissions.
Experience with ITSM ticketing and documentation.
Excellent communication and customer-service orientation.

Responsibilities

Provide global L1 remote IT support for Windows, macOS, Android and iOS.
Troubleshoot hardware, software, network, cloud, and OS issues.
Manage ServiceNow tickets, incidents, problems, and KB articles.
Support Microsoft 365 apps (Outlook, Word, Excel, Teams, SharePoint).
Administer Exchange, Teams, SharePoint including mailboxes, channels, sites, permissions.
Handle password resets and access requests; escalate when needed.