Service Desk Analyst L2
About The Position
The Service Desk Analyst role provides technical assistance to end-users and supports day-to-day IT operations. The posting describes the position as the first point of contact for IT-related queries, handling incoming requests, troubleshooting basic IT issues, and escalating complex problems to maintain user productivity. The role uses an ITSM tool to track incidents and service requests, supports hardware, software, network, and application issues, and provides professional customer service. The posting lists TIS Service Desk as a mandatory skill and requires 1–3 years of experience.
Requirements
- TIS Service Desk experience or skill.
- 1–3 years of experience.
Responsibilities
- Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
- Log, categorize, and prioritize incidents and service requests in the ITSM tool.
- Provide first-level troubleshooting for hardware, software, network, and application issues.
- Reset passwords, manage user accounts, and assist with access permissions.
- Guide users through step-by-step solutions for common technical problems.
- Escalate unresolved issues to L2/L3 support teams with detailed documentation.
- Monitor and follow up on open tickets to ensure timely resolution.
- Maintain knowledge base articles and update documentation for recurring issues.
- Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
- Deliver excellent customer service and maintain professional communication with end-users.
Benefits
- Medical and dental benefits options
- Disability insurance
- Paid time off, inclusive of sick leave
- Other paid and unpaid leave options
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
