Senior Service Desk Analyst

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM   

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.  

• Act as the primary escalation point for unresolved Level 1 issues.
• Must be able to work in a multi-client environment.
• Communicate effectively and empathetically with users to ensure a positive customer experience.
• Manage difficult or high-priority cases with professionalism and urgency.
• Gather and document user feedback to improve service processes and experiences.
• Follow up with customers post-resolution to ensure satisfaction.
• Diagnose and resolve complex hardware, software, and network-related issues.
• Utilize diagnostic tools, logs, and industry best practices to identify root causes.
• Perform advanced problem-solving for enterprise applications, VPNs, and virtual environments.
• Support Active Directory, file permissions, and user account management.
• Resolve issues related to cloud platforms (e.g., Office 365, Google Workspace) and remote connectivity.
• Collaborate with Level 3 teams to resolve deep technical issues and document solutions.
• Log, prioritize, and resolve service requests within SLA guidelines.
• Identify recurring issues, perform root cause analysis, and escalate when necessary.
• Stay updated on emerging technologies and industry standards through continuous learning.
• Create and maintain accurate knowledge base articles for recurring issues.
• Document all troubleshooting processes, resolutions, and customer interactions in ticketing systems.
• Work closely with Level 1 agents to provide guidance and training to improve first-call resolution rates.
• Participate in cross-departmental projects and initiatives to enhance service desk operations.
• Analyze service desk performance metrics and recommend improvements.
• Implement and optimize ITSM tools and workflows for efficiency and effectiveness.

• Associate’s degree or equivalent education 
• 3+ years’ experience in a similar service desk role  
• Possess 2 or more industry certifications such as CompTIA A+, Network+, Security+, ITIL, Microsoft Certifications (e.g., MSCE, MCSA), or equivalent. 
• Hardware: Working knowledge of standard PCs and Printers 
• Software: Working knowledge of Mac OS X and Windows 10/11, Microsoft Office, Office 365, Sharepoint, and OneDrive 
• Working knowledge of O365 and Active Directory 
• Experience or certification with ITIL 
• Strong ability to troubleshoot advanced issues 
• Must be shift flexible and able to work onsite