About the Role

The Senior Analyst role is a key role within Enterprise IT Operations, reporting directly to the Sr. Manager of International Operations. This position builds on core deskside and support capabilities, expanding the analyst's scope to include operational responsibilities that enhance end-to-end service delivery. The Senior Analyst will be equipped with increased access to systems and tools to directly carry out transactional tasks that were previously routed through engineering teams. The role is ideal for a technically adept support professional with strong troubleshooting skills, a customer-first mindset, and a desire to take ownership of critical service operations in a fast-paced environment.

YOUR RESPONSIBILITIES: 

• Deliver deskside and remote support to end users, ensuring timely resolution of technical issues.
• Provision user accounts, mailboxes, licenses, and other service-related resources.
• Perform basic configuration and administrative tasks across IT platforms. 
• Handle routine operational tasks with increased autonomy using internal tooling.
• Collaborate with engineering teams to transition recurring transactional activities into the Sr. Analyst scope.
• Maintain accurate documentation of procedures and task execution.
• Contribute to continuous improvement efforts through feedback and process refinement.
• Support onboarding and offboarding workflows with minimal escalation.