Service Desk Analyst - Digital Workplace

Your Responsibilities:Deliver Level 1/2 Service Desk support for user inquiries across collaboration and productivity services, primarily utilizing Microsoft 365 (Outlook, Teams, OneDrive, SharePoint). Troubleshoot common Microsoft 365 issues, including Outlook profiles, mailbox access, calendar sharing, Teams client issues, and OneDrive/SharePoint access. Assist in maintaining collaboration environments by implementing minor M365 configuration changes, addressing feature requests, enhancing services, and improving security postures under supervision. Support Audio Visual and meeting room technologies, including Teams Rooms and conferencing devices, while performing basic AV troubleshooting and coordinating with AV vendors as necessary. Serve as an escalation point for the Phone Team, DSOs, and embedded team members regarding collaboration-related challenges, and aid in major incident triage for tenant-wide M365 or conferencing outages. Document solutions and contribute to Service Desk knowledge articles while maintaining clear communication with users and stakeholders during incidents and service interruptions. Your Qualifications:Experience in a Service Desk or Technical Support role (Level 1 or 2). Hands-on experience supporting end users with Microsoft 365 applications. Basic understanding of user access and permissions, MFA, and modern authentication concepts. Familiarity with collaboration tools and shared workspaces. Exposure to Teams meetings or meeting room technologies (either practically or in a support capacity). Proficient in using ticketing systems and remote support tools. Exceptional customer service skills and effective communication abilities. Eagerness to learn and enhance skills across M365 services and AV platforms. Ability to prioritize tasks and maintain composure during outages or high-impact incidents.