2nd Line Service Desk Analyst Job Description Template
Our company is looking for a 2nd Line Service Desk Analyst to join our team.
Responsibilities:
- Prioritising incidents based on their business impact;
- Providing customer focused 2nd Line Service Desk support for hardware and software issues;
- Proactively sharing technical knowledge and client-specific know-how with the team;
- Assessing the complexity of incidents and following escalation processes where required;
- Ensuring all calls and tickets are responded to within Service Level Agreements (SLAs);
- Proactively identifying potential or future issues at client sites;
- Ensuring all calls are accurately logged into the Service Desk system.
Requirements:
- Server Virtualisation;
- Exchange / Office 365;
- Active Directory and Group Policy;
- Networking and Routing;
- Windows Server Management;
- Tcp/ip, dns/dhcp.