Job Description

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 ...

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