About the position
JOB PURPOSE
The Service Desk L2 role provides advanced technical support for incidents and service requests. This position ensures timely resolution of complex issues, adherence to ITSM processes, and maintenance of service quality standards. The role involves diagnosing and troubleshooting technical problems, coordinating with resolver groups, and implementing solutions that minimize downtime and enhance user experience. Additionally, L2 acts as a knowledge resource for L1 team members, assist problem management team, and supports continuous improvement initiatives across IT and OT environments.
KEY ROLES and RESPONSIBILITIES:
- Advanced Incident Resolution: Handle escalated tickets, providing in-depth troubleshooting and resolution for complex technical issues across IT and OT environments.
- Root Cause Analysis: Perform detailed diagnostics and assist problem management team by identifying recurring issues and documenting known errors.
- Technical Guidance: Act as a knowledge resource for L1 team members, providing mentorship and creating knowledge articles to improve first-call resolution rates.
- Monitoring and Alert Handling: Respond to system alerts and proactively monitor critical OT infrastructure to prevent downtime.
- CMDB Accuracy: Assist CMDB team by validating Configuration Items (CIs) in the CMDB to maintain accurate asset and dependency data.
- Process Compliance: Ensure strict adherence to ITIL and organizational SOPs for incident, problem, and change management.
- Communication: Provide clear, timely updates to stakeholders and explain technical solutions in business-friendly language.
- Continuous Improvement: Identify opportunities to automate tasks, streamline workflows, and enhance service delivery.
- Additional Duties: Participate in audits, reporting, and improvement initiatives as assigned by management.
Finances - Ensure that all relevant information impacting financials and budget, e.g., standby, overtime, PPE, claims are verified before submission for approval to our client Management
Internal Processes - Meet our client SLA requirements.
- Adhere to internal and external customers code of conduct and policies
Educational Qualifications:
Completed Graduation - Relevant Qualifications and Information Technology Certifications:
- A+ -
- N+ -
- ITIL V4
- N courses certification - advantageous
- Dell / HP Hardware certifications - advantageous
- Cisco CCNA - advantageous
- MCP / MCSE - advantageous
- Project skills / Qualifications - advantageous
- Postgraduate IT qualification - advantageous
Desired Skills:
- Dell / HP Hardware certifications
- Cisco CCNA
- MCP / MCSE
