Sr Associate IT Support Analyst

Technical Support Analyst

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About the job

Technical Support Analyst serves as a key liaison between employees and the IT organization, delivering high-quality technical support across a broad range of enterprise technologies including Windows and macOS operating systems, Microsoft 365, mobile devices, VPN, endpoint security, virtualization, and PC hardware. This role is responsible for efficiently diagnosing and resolving incidents in alignment with defined SLAs, managing customer expectations, documenting all activity in ServiceNow, and coordinating escalations as needed. You will apply strong technical, analytical, and communication skills to resolve complex issues, contribute to knowledge base content, support pre-deployment testing, and ensure adherence to IT policies and security standards. In addition, the role emphasizes collaboration within a global team, continuous learning, use of AI-enabled tools such as Microsoft Copilot, and mentoring peers to continually improve service quality and customer experience.

You will:

1. Serve as a liaison between employees and the IT division. Act as an advocate for the customer.
2. Deliver technical support for all IT services, including Windows OS, macOS, Microsoft 365 applications, mobile devices, VPN, virtualization, endpoint security, and PC hardware. Help internal employees with technical concerns through multiple communication channels, such as phone and chat.
3. Efficiently diagnose and resolve customer issues in accordance with Service Level Agreements (SLAs) by engaging in effective customer conversations, asking probing questions, utilizing standard and AI support tools, and collaborating with team members.
4. Manage customer service expectations efficiently by overseeing and coordinating problem escalation and related communications. Clearly define and uphold suitable expectations for both customers and IT staff involved in resolving incidents.
5. Consistently record and update all relevant details in customer tickets throughout their entire lifecycle using the ServiceNow IT Service Management (ITSM) platform.
6. Demonstrate ongoing proficiency in IT technologies and specialized technical and business domains. Apply this knowledge effectively to analyze documentation and to address, diagnose, and resolve complex business or technological challenges.
7. Ensure adherence to internal IT policies, security standards, and best practices.
8. Produce and maintain knowledge articles; evaluate documentation to ensure technical accuracy, consistency, and alignment with the user perspective. May also assess educational course materials.
9. Collaborate with IT teams to conduct pre-deployment testing before installing updates, upgrades, configuration changes, or implementing new tools and software. Deliver comprehensive testing and user feedback.
10. Propose, oversee, and carry out unique initiatives designed to support the Service Desk, customers, or other teams in continually enhancing service quality.
11. Demonstrate strong performance within a global team, emphasizing transparent communication and a commitment to cultural diversity.

Additional Responsibilities:

• Serve as a coach or mentor to other Service Desk peers and IT Support staff.
• Cultivate advanced knowledge and serve as a subject matter specialist in a specific area of IT technology.
• Develop and present training or knowledge sharing sessions on technologies or operational efficiencies.
• Manage time efficiently to ensure service quality, customer satisfaction and achievement of service management goals and objectives.

Experience: 4-8 years

Knowledge, Skills and Abilities:

• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common enterprise applications.
• Knowledge of Microsoft Entra ID and Microsoft Intune technologies
• Demonstrates excellent verbal, written, and interpersonal communication abilities, with a proven capacity to foster relationships and attain consensus across the Global IT organization.
• Knowledgeable about Artificial Intelligence tools, including Microsoft Copilot.
• Ability to apply critical thinking skills and identify rational solutions to complex problems.
• Strong attention to detail, excellent organizational skills, and a proven sense of urgency to prioritize work
• Capable of resolving technical issues and responding to inquiries remotely, providing clear and accessible explanations for individuals without technical backgrounds.
• Works independently with minimal supervision, actively contributes to Group and local IT initiatives.

You are welcome here.

At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

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