Service Desk Analyst - L2

• Minimum 3+ years of experience in a service Desk
• Excellent communication and conversation skills in English with a Versant Score of 70
• Good Knowledge of Incident, Change, and Problem Management
• Manage Service Desk activities, including:
  • Owning overall responsibility for the Incident and Service Request process handling on the Service Desk
  • Liaise with the Service Manager
  • Help with the development and issuance of Service Desk Operational Reports
  • Driving automation and self-service improvements, reducing manual effort for repetitive tasks.
• Resolving technical issues over the telephone, via email, via live chat, and Self-Service, in a friendly and professional manner
• Advanced troubleshooting and resolution of escalated issues, reducing reliance on higher-tier support.
• Advanced Active Directory management, including account provisioning, group policies, security access controls, and directory synchronization.
• O365 administration & advanced support, including Exchange Online, Teams, SharePoint, and OneDrive troubleshooting.
• Network troubleshooting, including DNS, DHCP, VPN, Firewall rules, and Proxy issues.
• Remote Desktop & Endpoint Management using SCCM, Intune, or similar tools.
• Monitoring and managing ITSM queues to ensure ticket categorization, prioritization, and SLA compliance.
• Generating and analysing service performance reports, identifying trends and driving improvements.
• Maintaining and enhancing the knowledge base, contributing to SOPs, FAQs, and technical documentation.
• Logging and triaging the incidents in ITSM, ensuring accurate logging of all end-user-related issues, service requests, and problems.
• Maintain comprehensive documentation, including technical details, process updates, ticket status, and any relevant information as recommended by the Quality or Service Desk Lead.
• Triage the tickets to the respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
• Monitor the Incident Management queue, ensuring timely ticket assignment, reassignment, and proactive follow-ups to maintain service level agreements
• Escalate unresolved issues promptly as per the defined escalation Matrix to minimize business disruption.
• Ensure all incidents are regularly updated in the incident management system, capturing relevant details, resolutions, and actions taken to enhance knowledge sharing and historical tracking.
• Strong working knowledge of ITSM tools like ServiceNow for effective ticket management.
• Proficiency in BeyondTrust (Remote Support) for troubleshooting and assisting end users efficiently.

Soft Skills

• Should possess excellent customer handling skills
• Ability to handle unforeseen situations
• High level of acceptance and understanding in dealing with end users and situations
• Able to work under pressure, excellent team player, well organized with strong problem-solving skills, has process skills, and is respectful to users.

Certifications

• Candidate to be ITIL certified.