Job Description
The Level 2 Service Desk Analyst is responsible for providing advanced technical support and resolving escalated IT issues from Level 1 support. This role ensures timely resolution of incidents, minimizes downtime, and delivers high-quality support services while maintaining SLA compliance.
Key Responsibilities
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Provide second-level technical support for incidents and service requests escalated from L1 support.
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Troubleshoot and resolve issues related to:
Desktop/laptop hardware and software
Operating systems (Windows, macOS)
Microsoft Office 365 applications
Network connectivity (LAN/WAN, VPN, Wi-Fi)
Email systems and user access issues
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Perform root cause analysis for recurring incidents and implement preventive measures.
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Handle incident management and service request...