Service Desk Analyst - M365

The Service Desk Analyst - M365 at Centorrino Technologies is responsible for providing technical support for Microsoft 365 applications, responding to service tickets, troubleshooting issues related to Exchange Online, Teams, OneDrive, and SharePoint, and ensuring a stable Microsoft 365 environment. Additionally, the role involves maintaining knowledge base articles, updating configurations as needed, and communicating effectively with end-users and internal teams.

To apply for the Service Desk Analyst - M365 position at Centorrino Technologies, candidates should have solid experience in technical support or IT operations. Hands-on experience with Microsoft 365 services such as Exchange Online, Teams, SharePoint, and Entra ID/Azure AD is highly recommended. Familiarity with the Microsoft 365 Admin Center, basic knowledge of PowerShell, and understanding security features like MFA also make candidates more competitive.

Centorrino Technologies is committed to the growth of its employees, offering extensive training and development opportunities that align with career aspirations. Service Desk Analysts at CT can expect to engage in continuous learning through tailored training programs, participation in workshops, and opportunities to advance within the thriving community.

Key skills for a Service Desk Analyst - M365 at Centorrino Technologies include strong problem-solving abilities, excellent customer service and communication skills, familiarity with Microsoft 365 tools, and a detail-oriented approach. Additionally, knowledge of IT service management practices such as ITIL can be beneficial, along with interpersonal skills to foster collaboration in a dynamic environment.

Centorrino Technologies fosters an inspiring and engaging workplace for Service Desk Analysts. With a strong focus on diversity, team collaboration, and recognition of achievements, CT creates a culture that values innovation and inclusivity. Employees enjoy extensive benefits, discounts, and opportunities to connect with their colleagues outside of work, enhancing both personal satisfaction and professional growth.

When troubleshooting Exchange Online, I start by gathering details about the issue from the user. Then, I check the mail flow status, verify mailbox settings, and utilize the Exchange Admin Center for more specific diagnostics. I ensure communication is clear and keep the user updated throughout the process, which helps in maintaining their trust while I work on a resolution.

In handling a support ticket with multiple issues, I prioritize based on the urgency and impact of each issue. I communicate with the user to clarify the most pressing problems and address them systematically while keeping them informed about the progress. If certain issues require escalations, I document everything clearly to aid the next level of support.

My experience with Microsoft Teams includes setting up accounts, managing permissions, and resolving user-access issues. To assist users, I focus on understanding their specific concerns, whether it's related to calls or meetings, and guide them step-by-step using straightforward language. I also utilize built-in diagnostic tools within Teams to expedite the troubleshooting process.

To ensure compliance with security features in Microsoft 365, I regularly educate users about security best practices such as the importance of MFA, conditional access, and data loss prevention methods. I also monitor settings for proper implementation and remain updated on Microsoft’s policies to maintain adherence to compliance standards effectively.

I have significant experience using ticketing systems like ConnectWise, where I log, track, and manage support requests efficiently. I utilize these systems not only for documentation but also to monitor ticket queues for timely resolutions. This helps ensure adherence to SLAs and enhances communication with users regarding their issues.

To maintain the knowledge base effectively, I regularly document common issues and their solutions based on user queries and resolutions I’ve provided. I make it a point to keep the articles updated with relevant information and best practices after resolving issues, ensuring that future support personnel have access to accurate and helpful resources.

In a busy support role, I prioritize tasks using a systematic approach, focusing on high-impact issues first while using time management tools to track progress. I designate blocks of time for handling tickets, follow-ups, and learning, which helps me maintain productivity and quality service levels, even during peak times.

When explaining a technical issue to a non-technical user, I avoid jargon and use simple analogies that relate to their everyday experiences. I ensure I listen to their concerns, gauge their understanding, and adjust my explanations accordingly to keep them informed and comfortable, which fosters a better relationship and enhances user satisfaction.

One time, a client was experiencing a significant outage during a crucial project. I not only prioritized their ticket but also coordinated across teams to expedite the resolution process. I communicated regularly with them throughout, and after the issue was resolved, I followed up to ensure everything was working smoothly, which resulted in a grateful client who appreciated the extra effort.

Communication is vital in IT support, as it bridges the gap between technical solutions and user understanding. Clear communication helps build trust, manage expectations, and ensure users feel supported throughout the issue resolution process. Active listening and follow-ups can transform the user experience from frustration to satisfaction, reflecting positively on the support team as a whole.