Service Desk Analyst Tier 2

Position: Service Desk Analyst Tier 2 Role
Join a leading IT services company as a Tier 2 Service Desk Analyst, where you will manage incidents, ensure high-quality service, and support continuous improvement initiatives.

Our client, a dynamic IT services company, seeks a Service Desk Analyst to enhance their growing team. In this role, you will independently handle incidents and service requests while coordinating with resolver groups and managing ticket queues. Your expertise in troubleshooting and maintaining service quality will play a crucial role in driving operational success.

Key Responsibilities:

• Own incidents and service requests from start to finish

• Perform triage and troubleshoot moderate complexity issues

• Monitor systems and respond to early incident signals

• Manage ticket queues according to SLAs

• Support incident management processes and communications

Requirements:

• Experience in Tier 1/Tier 2 Service Desk roles

• Understanding of IT systems and basic infrastructure

• Strong problem-solving and communication skills

• Familiarity with ITIL processes (Incident, Change, Problem)

• Willingness to work weekends if necessary

Bring your service quality focus and technical skills to enhance our client's IT service delivery.
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