About this role
The team is seeking a Senior Technical Service Desk Level 2 Analyst to provide advanced technical support for end-user computing, applications, and infrastructure-related issues. This role is essential in troubleshooting complex incidents, mentoring Level 1 analysts, managing escalations, and ensuring timely resolution of service requests while maintaining high customer satisfaction.
Key Responsibilities:
- Provide second-level technical support for hardware, software, operating systems, and network issues.
- Troubleshoot and resolve complex incidents to ensure minimal disruption to services.
- Mentor and train Level 1 analysts to enhance their technical skills and improve service delivery.
- Manage escalations effectively, ensuring that critical issues are prioritized and resolved in a timely manner.
- Collaborate with other IT teams to identify and implement improvements to processes and systems.
- Maintain documentation of technical processes and service requests for future reference.
Required Skills & Qualifications:
- Strong knowledge of IT service management principles and practices.
- Proficiency in troubleshooting hardware and software issues across various platforms.
- Experience with ticketing systems and remote support tools.
- Excellent communication and interpersonal skills to interact with end-users and team members.
- Ability to work under pressure and manage multiple tasks simultaneously.
Experience:
- 5-8 years of experience in a technical support role, preferably in a service desk or IT support environment.
What we offer:
- Opportunity to work in a dynamic and collaborative environment.
- Professional development and training opportunities.
- A chance to make a significant impact on service delivery and customer satisfaction.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.