Description and Requirements
Role Overview
The Service Desk Analyst – Level acts as the first level of escalation for end-user IT issues. This role owns the resolution of tickets escalated from Level 1 analysts, combining technical expertise with strong customer service skills to manage incidents and service requests through to completion.
Key Responsibilities
Monitor escalation queues and ensure timely response in line with SLAsDiagnose and resolve user issues via phone, email, chat, and ITSM systemsGuide users through troubleshooting steps using analytical and communication skillsLeverage knowledge bases and prior experience to identify solutionsUpdate and manage incidents and service requests within ITSM toolsEscalate complex issues following established processes and assign to appropriate resolver teams