This is a remote position.
Role Description
This is a full-time remote role for a Service Desk Analyst. The Service Desk Analyst will be responsible for providing technical support to users, troubleshooting IT-related issues, and delivering outstanding customer service. Daily tasks will include responding to help desk queries, resolving technical incidents, and collaboratively supporting the IT team to ensure systems run efficiently. The individual will also maintain technical documentation and deliver a professional user experience.
Responsibilities
- Support the Service Desk operations with a strong focus on Joiners, Movers, and Leavers (JML).
- Managed user access provisioning/de-provisioning, role changes, system permissions etc.
- Ensured compliance with policies, SLAs and ITIL best practices.
Requirements
Technical Skills
- User account management (Joiners, Movers, Leavers)
- Active Directory (create, modify, disable users & groups)
- Microsoft 365 / Exchange (mailboxes, access)
- Identity & Access Management (IAM) principles
- Ticketing systems
- Basic Windows OS & application support
- Hardware & asset management (laptops, peripherals) life cycle
Soft Skills
- Clear communication (technical & non-technical users)
- Attention to detail (critical for access control)
- Time management & prioritisation
- Customer service mindset
- Problem-solving & troubleshooting
- Ability to follow processes accurately
Qualifications
- ITIL® 4 Foundation
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft 365 Fundamentals (MS-900)
- Service Desk & Support Certifications
- CompTIA A+
- CompTIA ITF+
- Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
- Microsoft Certified: Identity and Access Administrator Associate (SC-300)
Skills Required
- User account management, including Joiners, Movers, and Leavers processes
- Active Directory user and group administration
- Microsoft 365 and Exchange mailbox and access administration
- Identity and Access Management principles
- Experience with ticketing systems
- Basic Windows operating system and application support
- Hardware and asset lifecycle management
- Clear communication with technical and non-technical users
- Attention to detail, time management, prioritization, customer service, troubleshooting, and process adherence
- ITIL 4 Foundation certification
- Microsoft Certified Azure Fundamentals AZ-900
- Microsoft 365 Fundamentals MS-900
- Service desk and support certification
- CompTIA A+ certification
- CompTIA ITF+ certification
- Microsoft Certified Security Compliance and Identity Fundamentals SC-900
- Microsoft Certified Identity and Access Administrator Associate SC-300
What We Do
EMR is a global metal recycling company that purchases, processes, and sells ferrous and non-ferrous metals. They serve various sectors, including industrial and manufacturing, and focus on sustainable recycling by transforming waste materials into valuable resources.
