Position Summary - The Service Desk Analyst provides first-line technical support to end users, ensuring incidents and service requests are logged, categorized, prioritized, resolved, or escalated in accordance with agreed service levels. The role combines strong customer service, technical troubleshooting, accurate documentation, and effective communication to minimize disruption, maintain business continuity, and deliver a consistent end-user experience.Incident and Request Management<ul><li>Log, categorize, prioritize, and manage incidents and service requests based on impact and urgency.</li><li>Perform initial diagnosis, resolve issues within scope, and escalate unresolved or high-impact issues through the defined support model.</li><li>Maintain accurate ticket notes, ownership, status, resolution details, and user communications throughout the ticket lifecycle.</li><li>Manage assigned queues and workload to meet agreed response and resolution targets.</li><li>Support major incidents by providing timely updates, accurate records, and defined communications as required.</li></ul>End-User Support<ul><li>Provide remote and, where required, on-site support for desktops, laptops, peripherals, mobile devices, operating systems, and approved business applications.</li><li>Install, configure, troubleshoot, and support approved hardware, software, and peripheral devices.</li><li>Support Microsoft 365 applications and collaboration services, including Teams and OneDrive for Business.</li><li>Support iOS and Android mobile devices in accordance with organizational standards.</li><li>Provide clear guidance to end users using concise, non-technical language.</li></ul>Infrastructure Monitoring and Technical Support<ul><li>Use approved monitoring tools to proactively identify, investigate, and respond to infrastructure alerts.</li><li>Monitor servers, backups, network devices, bandwidth utilization, and service availability within the responsibilities assigned to the Service Desk.</li><li>Troubleshoot hardware, operating-system, network-connectivity, remote-access, and application issues, escalating when specialist or second-line support is required.</li><li>Support endpoint configuration, software deployment, patch compliance, and device health through the organization’s endpoint-management tools.</li></ul>Identity, Access, and Security Support<ul><li>Perform approved user-account, password, group-membership, and access-support activities in accordance with access-control procedures.</li><li>Triage and resolve multifactor authentication issues and help ensure users are appropriately enrolled.</li><li>Support Microsoft Entra ID, Active Directory, VPN, and remote-access services within assigned permissions.</li><li>Help maintain endpoint protection, web filtering, and security-patch compliance, and promptly escalate suspected security incidents.</li></ul>Knowledge Management, Escalation, and Collaboration<ul><li> </li><li>Create, update, and use knowledge articles, support procedures, and standard resolution documentation.</li><li>Identify recurring issues and share relevant trends to support problem management and continuous improvement.</li><li>Escalate issues requiring on-site, second-line, infrastructure, application, or security expertise with complete diagnostic information.</li><li>Collaborate professionally with local IT, resolver groups, vendors, and business stakeholders.</li><li>Assist with approved project activities, deployments, asset updates, testing, and service-transition tasks.</li></ul>Performance Expectations<ul><li>Meet agreed service-level, response-time, resolution-time, and escalation targets.</li><li>Maintain accurate, complete, and current ticket records.</li><li>Provide regular, clear updates to users and confirm resolution before closure where required.</li><li>Contribute to customer satisfaction, first-contact-resolution, and knowledge-management objectives.</li><li>Follow security, access-control, data-protection, health and safety, and acceptable-use requirements.</li><li>Complete required technical, service-management, and security training within agreed timelines.</li></ul>

We believe in doing what is right - for our customers, our people, our communities and the environment. Our Clean Earth division provides essential processing, treatment, disposal and recycling solutions for a wide range of complex, highly recurring waste streams such as hazardous and non-hazardous waste, contaminated soil and dredged material. Our Harsco Environmental division is the premier provider of material processing and environmental services to the global steel and metals industries, pursuing a circular economy by giving byproducts a new purpose. We deliver solutions for a changing world, and our commitment to sustainability is rooted in our past and will define our future. Our vision is for Enviri Corporation is to be a global leader of environmental solutions in the markets and industries we serve.

Service Desk Analyst

About the Job

About the Company

Enviri

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