Service Desk Support Analyst – Tier 2
Role Summary • The Service Desk Support Analyst - Tier Two will provide advanced technical support to our customers, ensuring the smooth operation of their IT systems. • This role requires a high level of technical expertise and excellent customer service skills, with a primary focus on in-person customer collaboration.
Responsibilities • Offer second-level support for incoming service requests and incidents, and address escalated technical issues from the Service Desk. • Offer in-person and remote support to end-users, ensuring prompt and efficient resolution of issues. • Maintain strong client relations, addressing client needs and ensuring satisfaction. • Develop and implement site policies and procedures, ensuring compliance with company standards. • Troubleshoot and resolve issues related to Microsoft Office 365, Microsoft Azure, Microsoft Intune, Microsoft Windows Server, and Active Directory. • Assist with network technologies, including configuration, troubleshooting, and maintenance. • Collaborate with other IT teams to identify and resolve complex technical issues. • Maintain detailed documentation of support activities and resolutions in the Service Desk system. • Provide training and guidance to end-users on the use of IT systems and applications. • Participate in the development and implementation of IT policies and procedures. • Ensure compliance with security protocols and company policies. • Assist with IT projects as required.
Requirements • Proven experience in a tier two service desk support role. • Strong working knowledge of Microsoft Office 365, Microsoft Azure, Microsoft Intune, Microsoft Windows Server, and Active Directory. • Familiarity with network technologies and troubleshooting. • Excellent customer service skills, with a focus on in-person customer collaboration. • Strong organizational skills and attention to detail. • Ability to work independently and as part of a team. • Excellent problem-solving and communication skills. • Experience with ITSM, PSA, and RMM tools are a plus. • Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals, CompTIA Network+, etc.) are a plus.
Preferred Qualifications • College diploma in IT, Computer Science, or a related field. • Previous experience in a customer-facing IT support role. • Experience with ITIL practices and frameworks.
• We are looking for a dedicated and highly organized individual with a passion for customer service and a strong technical background. • If you meet the above requirements and are ready to take your career to the next level, we encourage you to apply.
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