Help Desk Analyst

He/She will play a critical role in supporting the technology modernization journey by delivering expert-level service delivery and end-user support. This role is essential in enabling the adoption and optimization of hybrid joined Lenovo Laptops, Microsoft 365 (M365) services, AI Tools and other modern workplace technologies, ensuring alignment with enterprise IT transformation goals.

Job Responsibilities:
• Serve as a frontline enabler of the bank's modernization initiatives by supporting M365 tools (Teams, SharePoint Online, OneDrive, Outlook, Intune, etc.), AI Tools and ensuring seamless user adoption.
• Receive and manage support requests via the Support Center and Walk Around Services, maintaining accurate records in the incident management system and resolving issues with a customer-first mindset.
• Perform advanced troubleshooting and root cause analysis for complex technical issues across desktop, virtual, and cloud environments.
• Collaborate with infrastructure and application teams to support the rollout of new technologies and system upgrades aligned with modernization goals.
• Assist in the configuration and administration of modern endpoint management tools (e.g., Intune, Autopilot), security baselines, and compliance policies.
• Contribute to the evaluation and implementation of emerging technologies that enhance operational efficiency and user experience.
• Maintains clear communication with end u throughout resolution process and proactively follows through on outstanding issues until full resolution is confirmed.
• Provide clear, timely communication to IT leadership, business units, and project teams regarding incidents, trends, and improvement opportunities.
• Create and maintain detailed knowledge base articles and how-to guides to empower end-u and enhance their understanding of modern workplace technologies.
• Upholds high standards of professionalism, empathy and accountability in every customer interaction

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:


Required Skills & Experience
• 4+ years of experience in IT support or service delivery roles, preferably in enterprise or financial services environments
• Demonstrated experience supporting Microsoft 365 Apps and Services (Teams, SharePoint Online, OneDrive, Outlook, Intune)
• Experience with modern device management, application packaging, and automated deployment tools
• Experience with utilizing a ticketing system following ITIL framework to manage and resolve incidents efficiently
• Great communication skills very important

Key Technology
• Microsoft 365 Apps and Services (Teams, SharePoint Online, OneDrive, Outlook, Intune)
• Windows 10/11, Group Policies, Adobe
• M365 Admin Center, Entra ID, and Active Directory U & Computers management
• Azure Virtual Desktops, Lenovo Laptops, iPhones\iPads


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.