Analyst IT Service Operations

RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology services, and other industries to thrive in a digital world, delivering complete capabilities for modern authentication, access, lifecycle management, and identity governance. Whether in the cloud or on-premises, RSA connects people with the digital resources they depend on everywhere they live, work, and play.

For decades, RSA has pioneered many of the encryption, authentication, and identity federation technologies that still power the internet. And now RSA is transforming the industry yet again, paving the way for the future of digital identity through the RSA Unified Identity Platform; next-generation hybrid and cloud solutions; the first ever and only multi-functional, passwordless hardware authenticator; and a frictionless, mobile-optimized experience for the modern workforce. If you are self-motivated and looking for a fast-paced challenge doing something that truly matters, come join our winning team!  For more information, go to rsa.com.

Principal Responsibilities:

• Provide Office 365 application support to end-users including but not limited to Teams, Outlook, and OneDrive.

• Support end user computing hardware including windows laptops, MacBook and related components.

• Provide support to employees for technical and configuration issues related to Office 365 applications.

• Document solutions, procedures, and other technical information as required.

• Perform system and software installations as required.

• Record all customer inquiries and incidents in the ticketing system.

• Monitor and manage the resolution process for all open tickets.

• Collaborate with other support teams and escalate issues as needed.

• Proactively identify recurring issues and propose solutions to prevent future incidents.

• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.

• Keep up-to-date with technology trends and advancements to provide efficient service.

Skills:

• Experience with Office 365 support including Outlook, Teams, and OneDrive 

• Experience supporting Windows 10 and 11 desktops operating systems.

• Experience troubleshooting end-user issues and managing support tickets.

• Ability to work effectively in a team environment and independently.

• Excellent customer service, communication, and problem-solving skills.

• Experience with ITSM tools like ( Freshservice, Servicenow, and Jira) 

• Basic Knowledge of Azure AD.

• Basic remote troubleshooting skills.

• Basic Knowledge of Network.

• Basic Knowledge of Windows Administration.

• Excellent communication skills.

• Good organizational skills.

• Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations.

• Basic knowledge of AI 

Education & Experience:

• Bachelor’s degree, 1+ year related experience.

• Technical Certifications are a plus.

• ITIL Certification

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at rsa.global.talent.acquisition@rsa.com. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.