IT Service Desk Analyst – L2

About the Role:

We are seeking a skilled and customer-oriented IT Service Desk Analyst L2 to join our dynamic IT team. The ideal candidate will provide advanced technical support to end-users, handle escalated issues from Level 1 support, and ensure the efficient resolution of IT-related problems. This role requires a strong understanding of IT systems, excellent problem-solving skills, and the ability to work in a fast-paced environment.

Roles and Responsibilities:

• Provide advanced technical support and troubleshooting for hardware, software, and network issues escalated from Level 1 support.
• Assist end-users with complex IT problems, ensuring timely resolution and high customer satisfaction.
• Perform diagnostics, troubleshoot issues, and implement solutions for IT-related incidents.
• Manage and prioritize multiple support requests in a fast-paced environment.
• Document and track all incidents, service requests, and resolutions in the IT Service Management system.
• Collaborate with Level 1 support, IT team members, and other departments to resolve issues and improve support processes.
• Maintain and update knowledge base articles, technical documentation, and support procedures.
• Conduct regular follow-ups with end-users to ensure issues are fully resolved and to provide updates on the status of their requests.
• Assist in training and mentoring Level 1 support staff.
• Participate in on-call rotation to provide after-hours support as needed.
• Stay current with new technologies, industry trends, and best practices to provide effective support and recommend improvements.

Qualifications:

• 4-5 years of experience in an IT support role, with at least 1 year in a Level 2 support capacity.
• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
• Experience with network troubleshooting, including VPN, LAN, and WAN.
• Familiarity with IT Service Management tools (e.g., ServiceNow, Jira).
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator) are a plus.