Service Desk Analyst, Level 2

Summary

Join our team as a Deskside L2 IT support specialist and provide quality remote and onsite support to IT users with excellent customer service, technical expertise, and timeliness.

Responsibilities

• Provide quality remote and onsite support to IT users
• Employ a high degree of customer service, technical expertise, and timeliness
• Consult knowledge base to optimize problem resolution
• Track calls and enter solution data
• Follow through on resolution with end users
• Collaborate with cross-functional teams
• Operate as 'smart hands' to ensure the smooth operation of IT systems
• Contribute to the Knowledge Base with updates and generation of new articles
• Provide excellent user support via phone, email or in person
• Occasionally act as an escalation point for Critical outages outside of standard business hours