Senior Service Desk Analyst

Coretek-Services; Farmington Hills (MI); On-site; USD 60,000 - 90,000; Full time

Job summary

Coretek is seeking a Senior Service Desk Analyst to join our Service Desk Team. This role involves providing advanced technical support, troubleshooting complex IT issues, and mentoring junior analysts to ensure high-quality service for internal Coretek employees and external clients.

Responsibilities include handling advanced incidents (M365/O365, Citrix, Azure), acting as an escalation point, and contributing to knowledge base updates. 7 p.m.–7 a.m.

Qualifications

• 3–4 years of Service Desk experience in a medium-to-large environment.
• Strong understanding of Windows and Mac operating systems.
• Good knowledge of ITIL processes and service desk best practices.

Responsibilities

• Provide advanced Service Desk support for client IT incidents and requests, including Citrix, M365/O365, and Azure.
• Mentor junior analysts and serve as escalation point for complex issues.
• Log, track, and communicate incident status to clients and internal teams.

Skills

Service Desk experience

Active Directory

Windows

MAC

Education

ITIL v4 Foundations certification

Tools

Citrix

Azure

M365/O365

Job description

Coretek is searching for a highly motivated Senior Service Desk Analyst to join as a key member of our Service Desk Team. The Senior Service Desk Analyst is responsible for providing advanced technical support, troubleshooting complex IT issues and mentoring junior analysts. This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving Service Desk processes. The candidate will be responsible for providing exceptional customer service to internal Coretek employees and external clients.

Responsibilities

• Provide more advanced Service Desk support for client IT incidents and requests, to include but not limited to:
• M365 and O365 Administration
• Resolve basic virtual client issues including virtual and physical endpoints – ie. Citrix
• PC hardware and software errors and issues
• Desktop or related client hardware peripherals
• Microsoft Azure related incidents and requests
• Research, resolve, and respond to complicated technical Incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures
• Act as an escalation point for technical problems from junior analysts
• Accept and log external and internal client calls
• First Call Resolution - Execute first attempt to resolve the client call on first call
• Perform administration and support of virtual and physical endpoints and systems using available system tools
• Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution
• Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement
• Communicate, internally and externally, the status of the call directly with the client
• Contribute to the Knowledge Base with updates to existing articles and generation of new articles
• Assist with cross training of Service Desk team members as needed

• 3-4 years working at a Service Desk in a medium-to-large operational environment supporting multiple clients and systems
• Advanced understanding of the following operating systems:

• Windows
• MAC

• Proficient knowledge of Active Directory tools and processes
• Basic knowledge of networking frameworks
• Network+, A+, or Security+, required
• MS900 or AZ900 certifications are preferred
• ITIL v4 Foundations certification required

Shift - Hours

7 p.m. - 7 a.m. - Alternating Weeks

• Wednesday, Thursday, Friday, Saturday
• Thursday Friday Saturday