Job Title: Service Desk Associate 1 (Level 2 Service Desk Associate)
Job Description
As a Level 2 Service Desk Analyst, you will play a crucial role in providing technical support and assistance to end-users across our clients. Your responsibilities will include:
- Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team.
- Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.
- Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.
- Escalation: Escalating complex technical issues to Level 3 support or relevant teams when necessary, while maintaining ownership of the incident.
- Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.
- User Training: Assisting in user training and education programs to enhance their technical skills and knowledge.
- Monitoring: Monitoring and maintaining IT systems and networks to proactively identify potential issues and prevent service disruptions.
- Collaboration: Collaborating with IT teams, including network, security, and application teams, to ensure seamless service delivery.
- Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times.
Qualifications
- Bachelor's degree in Computer Science or a related field.
- Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus.
- Previous experience in a Level 1 / Level 2 Service Desk role or similar IT support position.
- Proficiency in troubleshooting Windows and/or Mac operating systems.
- Strong verbal and written communication skills.
- Communication skills and a customer-oriented mindset.
- Ability to work under pressure and meet deadlines.
