Desktop Support Analyst (L2) – Windows 365 Migration

Job Summary

We are looking for a Desktop Support Analyst (L1/L2) to assist with the migration to Windows 365 Cloud PCs. The role involves supporting end users during the transition from virtual desktop environments to Cloud PCs by providing efficient, user-oriented help. This position focuses heavily on communication, organization, and following established procedures rather than technical engineering tasks.

Primary Responsibilities

• Deliver user support through phone and email channels during the migration.
• Assist users with device setup, login, and access to Windows 365 Cloud PCs.
• Help with application installation and configuration on new devices.
• Troubleshoot basic issues such as operating system errors, login problems, connectivity issues, and application faults.
• Follow detailed checklists and standard operating procedures to perform tasks accurately.
• Keep accurate records using trackers and ticketing systems.
• Proactively engage with users to confirm successful migration and usage.
• Respect Service Level Agreements by acknowledging requests the same business day and resolving or providing updates within one business day.
• Escalate complex problems to Tier 3 support teams as needed.
• Work collaboratively with internal teams to maintain uninterrupted service.

Required Qualifications

• Between 1 and 4 years of experience in Desktop Support, IT Support, Help Desk, or End User Support roles.
• Proven ability to support users via voice and written communication (phone and email).
• Strong interpersonal and communication skills.
• Practical knowledge of Windows OS troubleshooting, application installation/support, and device setup/user onboarding.
• Ability to strictly follow structured processes and documentation.
• Excellent organizational and multitasking capabilities.

Preferred Qualifications

• Experience or exposure to Windows 365/Cloud PC or virtual desktop infrastructure such as VDI or Azure Virtual Desktop.
• Participation in migration, rollout, or deployment projects.
• Familiarity with ticketing and tracking tools.

Key Competencies

• Clear and effective verbal and written communication skills.
• Strong attention to detail and process adherence.
• Customer-focused approach and good time management.

Service Level Expectations

• User requests must be acknowledged within the same business day.
• Complete resolutions or responses are expected within one business day.
• Maintain proactive and continuous communication with users throughout the migration.

Work Environment

• The migration will occur in phased groups, ranging from 30 to 150 users per wave.
• Approximately 10 to 15% of users in each group will require active support.
• The role involves a high volume of phone and email user interactions.
• This is a highly structured, process-oriented setting.

Important Note

• This role does not include engineering or architectural responsibilities.
• The ideal candidate is hands-on and focuses intently on user support.
• Strong communication skills and adherence to process are essential.
• Comfort with working from structured checklists and procedures is required.