L2 Service Desk

Role Description

The L2 Service Desk Analyst provides advanced technical support to corporate users, including VIP and C-Suite executives. This role involves troubleshooting complex issues, ensuring high-quality service delivery, and collaborating with cross-functional teams to resolve incidents efficiently.

Key Responsibilities:

• Provide technical support via ServiceNow, leveraging knowledge base articles to resolve user issues.

• Troubleshoot workstation, LAN, and application performance problems.

• Act as a liaison between L1, L2, and L3 support teams to ensure timely resolution.

• Maintain and update support documentation and SOPs.

• Conduct root cause analysis and escalate unresolved issues appropriately.

• Deliver high-touch support to VIP users with professionalism and discretion.

• Participate in client training initiatives by identifying gaps and rec...