Sr 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 end-user support for Microsoft 365 applications, including Teams, Outlook, and OneDrive.
• Deliver technical and configuration support for Office 365 applications to employees.
• Support end-user computing hardware, including Windows and macOS laptops and related peripherals.
• Perform system, operating system, and software installations, upgrades, and reimaging as required.
• Provide hardware break/fix and warranty support for desktops, laptops, tablets, and workstations.
• Diagnose and resolve unique, non-recurring operating system and application issues.
• Deliver high-quality, face-to-face end-user support with a focus on first-time resolution and customer satisfaction.
• Improve end-user productivity through effective triage, guidance, training, and solution development for common office productivity challenges.
• Record, track, and manage all incidents and service requests in the ticketing system.
• Monitor open tickets to ensure timely resolution in line with defined service level agreements (SLAs).
• Identify recurring issues, perform root cause analysis, and proactively recommend preventative solutions and process improvements.
• Collaborate cross-functionally with IT teams and business units to resolve incidents, manage escalations, and address system outages.
• Act as a subject matter expert in multiple technical domains.
• Complete installation, configuration, and testing of computers and peripherals in accordance with established standards and guidelines.
• Provide basic support for mobile devices, printers, and equipment relocations.
• Provide time and resource estimates for assigned tasks and maintain accurate time-tracking records.
• Proactively identify potential escalations and communicate risks to management as required.
• Stay current with emerging technologies and industry trends to continuously improve service delivery.

Skills:

• Certifications a plus: ITIL, Microsoft Azure fundamentals. Multi-language is a plus.
• Able to adapt to change.
• Strong problem-solving skills, troubleshooting, customer service skills and strong communication 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.

Education & Experience:

• 2+ years of related experience in a professional role.
• Technical Certifications are a plus.

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.