Service Desk Analyst

The Service Desk Analyst provides first-line technical support to end users, ensuring incidents and service requests are logged, categorized, prioritized, resolved, or escalated in accordance with agreed service levels.

About Enviri Corporation

Enviri Corporation is a US-based global provider of environmental and industrial solutions, headquartered in Philadelphia, Pennsylvania.

With operations across 30+ countries and 250+ locations, Enviri serves the global steel, metals, and railway industries.

Backed by a 170-year legacy of innovation, on-site expertise, and global reach, the company is committed to advancing industrial sustainability and creating long-term value for its customers, people, and communities.

Enviri operates through two key business units, supported by its Global Service Centre (GSC): Harsco Environmental: A leading provider of environmental services and material processing solutions to the steel industry, specializing in slag management, metal recovery, and resource optimization.

A global supplier of railway track maintenance and construction equipment, advanced technologies, and support solutions.

Provides centralized shared services and global business support across Finance & Accounting, Human Resources, IT, Engineering, Knowledge Services, and other functional areas, supporting Enviri's operations across geographies.

Responsibilities

• The role combines strong customer service, technical troubleshooting, accurate documentation, and effective communication to minimize disruption, maintain business continuity, and deliver a consistent end-user experience.
• Incident and Request Management Log, categorize, prioritize, and manage incidents and service requests based on impact and urgency.
• Perform initial diagnosis, resolve issues within scope, and escalate unresolved or high-impact issues through the defined support model.
• Maintain accurate ticket notes, ownership, status, resolution details, and user communications throughout the ticket lifecycle.
• Manage assigned queues and workload to meet agreed response and resolution targets.
• Support major incidents by providing timely updates, accurate records, and defined communications as required.
• End-User Support Provide remote and, where required, on-site support for desktops, laptops, peripherals, mobile devices, operating systems, and approved business applications.
• Install, configure, troubleshoot, and support approved hardware, software, and peripheral devices.
• Support Microsoft 365 applications and collaboration services, including Teams and OneDrive for Business.
• Support iOS and Android mobile devices in accordance with organizational standards.
• Provide clear guidance to end users using concise, non-technical language.
• Infrastructure Monitoring and Technical Support Use approved monitoring tools to proactively identify, investigate, and respond to infrastructure alerts.
• Monitor servers, backups, network devices, bandwidth utilization, and service availability within the responsibilities assigned to the Service Desk.
• Troubleshoot hardware, operating-system, network-connectivity, remote-access, and application issues, escalating when specialist or second-line support is required.
• Support endpoint configuration, software deployment, patch compliance, and device health through the organization’s endpoint-management tools.
• Identity, Access, and Security Support Perform approved user-account, password, group-membership, and access-support activities in accordance with access-control procedures.
• Triage and resolve multifactor authentication issues and help ensure users are appropriately enrolled.
• Support Microsoft Entra ID, Active Directory, VPN, and remote-access services within assigned permissions.
• Help maintain endpoint protection, web filtering, and security-patch compliance, and promptly escalate suspected security incidents.
• Knowledge Management, Escalation, and Collaboration Create, update, and use knowledge articles, support procedures, and standard resolution documentation.
• Identify recurring issues and share relevant trends to support problem management and continuous improvement.
• Escalate issues requiring on-site, second-line, infrastructure, application, or security expertise with complete diagnostic information.
• Collaborate professionally with local IT, resolver groups, vendors, and business stakeholders.
• Assist with approved project activities, deployments, asset updates, testing, and service-transition tasks.
• Expectations Meet agreed service-level, response-time, resolution-time, and escalation targets.
• Maintain accurate, complete, and current ticket records.
• Provide regular, clear updates to users and confirm resolution before closure where required.
• Contribute to customer satisfaction, first-contact-resolution, and knowledge-management objectives.
• Follow security, access-control, data-protection, health and safety, and acceptable-use requirements.
• Complete required technical, service-management, and security training within agreed timelines.

Requirements

• Education and Experience Graduate (Bsc, MCA etc) or BTech or equivalent.
• At least 1-2 years of experience providing customer-facing support for desktop hardware, peripherals, operating systems, and business applications.Experience working with an IT service-management or help-desk platform and following structured incident and request processes.
• Technical Skills Working knowledge of Microsoft 365, including core productivity applications, Teams, and OneDrive for Business.
• Experience supporting currently approved Windows desktop operating systems in an enterprise environment.
• Working knowledge of Active Directory and Microsoft Entra ID user and access support.
• Understanding endpoint management, software deployment, patching, endpoint protection, and device compliance concepts.
• Ability to troubleshoot desktop hardware, peripherals, network connectivity, VPN, remote access, mobile devices, and common business applications.
• Experience using remote-support, monitoring, and diagnostic tools.
• Sound technical troubleshooting, analytical, and problem-solving skills.