Service Desk Analyst L2

Job Summary

The Level II Support Specialist / Subject Matter Expert (SME) is responsible for handling high‑complexity incidents and extended requests while delivering exceptional customer service. This role addresses complex and unusual scenarios on a daily basis, requiring a strong understanding of documented procedures, advanced technical expertise, and solid investigative and analytical skills. The Specialist serves as a technical reference for the team, supporting the resolution of critical and urgent incidents, and collaborating closely with subject matter experts (SME) and team leads to ensure timely and effective outcomes.

The role also contributes to continuous process improvement by documenting new procedures, updating existing documentation, and strengthening problem‑solving capabilities across the team. The Specialist manages customer inquiries across multiple channels (phone, chat, and email), accurately documents cases in the ticketing system, and leverages both the knowledge base and subject‑matter expertise to deliver efficient and high‑quality resolutions.

• Handle high‑complexity incidents, service requests, and escalations across multiple channels (phone, chat, email), following established standards and SLAs.
• Act as an escalation resource for Service Desk Level I, providing expert and creative solutions to complex user issues in high‑volume, high‑demand environments.
• Identify recurring incidents or situations impacting multiple users and create problems in accordance with ITIL standards.
• Research, analyze, resolve, and respond to complex technical inquiries and escalations, ensuring accurate documentation in the ticketing system.
• Track, report, and escalate system and application issues as required to ensure service continuity and stability.

• Manage and monitor incident and request queues daily, ensuring proper prioritization, assignment, and workload distribution.
• Support the Team Lead with basic operational reporting, follow‑ups, and queue health visibility.
• Verify analyst queues daily to ensure productivity, SLA compliance, and timely resolution.
• Work effectively in high‑volume, fast‑paced operational environments while maintaining quality and customer satisfaction.

• Provide functional support for Point‑of‑Sale (POS) systems, when applicable to the account, leveraging advanced technical and operational knowledge.
• Maintain a comprehensive understanding of current SOPs, tools, and support procedures, applying strong investigative and analytical skills.
• Identify undocumented procedures or operational anomalies and provide evidence‑based recommendations for documentation, publication, and communication.
• Document new procedures and update existing knowledge base (KB) articles as needed.
• Acquire and maintain up‑to‑date knowledge of product offerings, support policies, and service delivery methods.

• Provide floor support (floor walking) and real‑time assistance to Level I analysts to ensure operational continuity and issue resolution.
• Serve as an On‑the‑Job Trainer (OJT) during ramp‑ups and onboarding phases.
• Provide ongoing informal feedback and formal coaching to support quality, compliance, and performance improvement.
• Assist Service Desk leadership in reducing incident volumes and addressing recurring operational issues.

• Meet clearly defined productivity and quality KPIs, including ticket volume, QA targets, average handle time (AHT), mean time to resolution (MTTR), and SLA compliance.
• Support the Team Lead and Service Desk leadership in achieving team‑level performance goals and service objectives.
• Participate in quality evaluations and contribute to continuous improvement initiatives based on performance data.

• Work closely with Account Teams, including Technical Account Managers (TAM), Engineering, Digital Transformation (DT), and Service Desk teams.
• Participate in operational and project‑related ad‑hoc meetings as required.
• Ensure high visibility of operational risks,…