2nd Line Service Desk Analyst

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.