Service Desk Level II Analyst

New

Skills

Customer Service Desktop support Mentoring Microsoft Office Troubleshooting

Provide second-level support for desktops, laptops, printers, mobile devices, and software. Troubleshoot and resolve complex incidents, escalating when appropriate. Identify and resolve underlying problems affecting IT systems and services. Mentor Level 1 analysts, assisting with incident resolution and skill development. Ensure timely and accurate resolution of technical issues. Conduct follow-up with customers to support satisfaction and continuity.

Key Responsibilities
  • Provide second-level support for various devices and software.
  • Troubleshoot and resolve complex incidents, escalating when necessary.
  • Mentor Level 1 analysts and assist with incident resolution and skill development.
  • Ensure timely and accurate resolution of technical issues.
  • Conduct follow-up with customers to ensure satisfaction and continuity.
Requirements & Qualifications
  • 2-4 years of experience in technical support.
  • At least 1 year in a service desk environment.
  • Strong customer service and communication skills.
  • Proficiency with Microsoft Office and Windows OS.
  • Advanced network troubleshooting skills.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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