The Service Desk L2 Analyst serves as the second line of support for end-user IT incidents and service requests, providing advanced troubleshooting, technical resolution, and escalation management for issues beyond Level 1 capability. The role is responsible for ensuring high service quality, SLA compliance, customer satisfaction, and operational excellence while adhering to ITIL best practices. The analyst acts as a technical SME for Service Desk operations and supports continuous service improvement initiatives.
Key Responsibilities Incident & Request Management • Resolve complex incidents and service requests escalated from L1 support teams. • Perform advanced troubleshooting for hardware, software, operating systems, and enterprise applications. • Ensure incidents are prioritized, categorized, and resolved within agreed SLAs. • Provide timely updates to users, stakeholders, and management during major incidents. • Drive resolution of recurring issues through root cause analysis and corrective actions. End User Support • Provide support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and collaboration tools. • Troubleshoot Active Directory, Azure AD, MFA, password management, and access-related issues. • Support remote connectivity technologies including VPN, Citrix, VDI, and Remote Desktop Services. • Handle software installations, configurations, upgrades, and patch-related issues. • Support mobile devices and enterprise productivity applications. IT Service Management • Adhere to ITIL processes including Incident, Request, Problem, Change, and Major Incident Management. • Participate in major incident bridge calls and support restoration activities. • Create knowledge articles, SOPs, and troubleshooting guides. • Maintain accurate ticket documentation and audit compliance. • Identify automation opportunities and process improvement initiatives. • Technical Escalation & Coordination • Act as the escalation point between L1 Service Desk and resolver groups. • Coordinate with Infrastructure, Security, Application Support, Networking, and Vendor teams. • Ensure proper handoff and follow-up of escalated tickets. • Participate in shift handovers and operational reviews. Customer Experience • Deliver high-quality customer support with strong ownership and accountability. • Manage VIP and Executive user escalations when required. • Maintain positive customer satisfaction and service quality metrics. • Communicate technical information effectively to both technical and non-technical users.
Required Technical Skills • Windows 10/11 Administration • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) • Active Directory & Azure AD • Exchange Online Administration • MFA & Identity Management • VPN & Remote Access Technologies • Citrix / VDI Support • ServiceNow or Equivalent ITSM Platforms • Remote Support Tools • Basic PowerShell Knowledge
Job Description Role: Service Desk Analyst – Level 2 (SD L2) Job Summary The Service Desk L2 Analyst serves as the second line of support for end-user IT incidents and service requests, providing advanced troubleshooting, technical resolution, and escalation management for issues beyond Level 1 capability. The role is responsible for ensuring high service quality, SLA compliance, customer satisfaction, and operational excellence while adhering to ITIL best practices. The analyst acts as a technical SME for Service Desk operations and supports continuous service improvement initiatives. Key Responsibilities Incident & Request Management • Resolve complex incidents and service requests escalated from L1 support teams. • Perform advanced troubleshooting for hardware, software, operating systems, and enterprise applications. • Ensure incidents are prioritized, categorized, and resolved within agreed SLAs. • Provide timely updates to users, stakeholders, and management during major incidents. • Drive resolution of recurring issues through root cause analysis and corrective actions. End User Support • Provide support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and collaboration tools. • Troubleshoot Active Directory, Azure AD, MFA, password management, and access-related issues. • Support remote connectivity technologies including VPN, Citrix, VDI, and Remote Desktop Services. • Handle software installations, configurations, upgrades, and patch-related issues. • Support mobile devices and enterprise productivity applications. IT Service Management • Adhere to ITIL processes including Incident, Request, Problem, Change, and Major Incident Management. • Participate in major incident bridge calls and support restoration activities. • Create knowledge articles, SOPs, and troubleshooting guides. • Maintain accurate ticket documentation and audit compliance. • Identify automation opportunities and process improvement initiatives. • Technical Escalation & Coordination • Act as the escalation point between L1 Service Desk and resolver groups. • Coordinate with Infrastructure, Security, Application Support, Networking, and Vendor teams. • Ensure proper handoff and follow-up of escalated tickets. • Participate in shift handovers and operational reviews. Customer Experience • Deliver high-quality customer support with strong ownership and accountability. • Manage VIP and Executive user escalations when required. • Maintain positive customer satisfaction and service quality metrics. • Communicate technical information effectively to both technical and non-technical users. ________________________________________ Required Technical Skills • Windows 10/11 Administration • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) • Active Directory & Azure AD • Exchange Online Administration • MFA & Identity Management • VPN & Remote Access Technologies • Citrix / VDI Support • ServiceNow or Equivalent ITSM Platforms • Remote Support Tools • Basic PowerShell Knowledge ________________________________________ Qualifications • Bachelor\'s Degree in Computer Science, Information Technology, or related field. • 3 to 5 years of experience in Service Desk, End User Computing, or Technical Support environments. • ITIL Foundation Certification preferred. • Microsoft Certifications (M365, Azure Fundamentals) are desirable. ________________________________________ Key Competencies • Strong troubleshooting and analytical skills. • Excellent verbal and written communication. • Customer-centric approach. • Ability to handle multiple critical issues simultaneously. • Strong stakeholder management and coordination skills. • Ability to work in a 24x7 global support environment. ________________________________________ Preferred Experience • Enterprise Service Desk Operations. • Global Support Environment. • Major Incident Management Exposure. • Knowledge Management and Shift Lead Activities. • ServiceNow Reporting and Dashboard Usage. • Automation and
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