Service Desk L2 Analyst

Mandate Skills :ITIL Version 4 Foundation Level Experience ,windows server, office 365, active directory, group policy, AWS and Azure Fundamentals, Problem management, incident management

Requirements

Job Description

Job Title: Level 1/Level 2 IT Service Desk Analyst

Key Responsibilities:

• Serve as the first point of contact for technical support via phone, email, and chat.
  

• Record, categorize, and manage incidents, service requests, and queries within the ticketing system.
  

• Conduct initial diagnosis, troubleshooting, and resolution of hardware, software, and network issues.
  

• Escalate unresolved problems effectively to higher support tiers or specialized teams.
  

• Manage user account tasks including password resets, account setups, and access control.
  

• Ensure prompt issue resolution aligned with established Service Level Agreements (SLAs).
  

• Document all incidents, resolutions, and troubleshooting steps clearly and accurately.
  

• Contribute to the ongoing development and updating of the IT knowledge base.
  

• Deliver outstanding customer support, building and maintaining strong user relationships.
  

• Proactively monitor systems to identify and resolve potential performance issues.
  

• Collaborate with other IT teams for solving complex or repetitive technical challenges.
  

• Participate actively in IT projects including system upgrades, deployments, and migrations.
  

• Execute regular health checks on systems, applications, and networks to ensure optimum performance.
  

• Perform scheduled maintenance activities, including software updates, patch installations, and system backups.
  

• Manage and respond promptly to system alerts, preventing issue escalation.
  

• Regularly review and enhance service desk documentation and operational processes for accuracy and efficiency.
  

• Assist in testing and validation of business continuity plans, including disaster recovery scenarios.
  

• Engage in continuous learning and professional development to stay updated with current IT trends and technologies.
  

• Be flexible and adaptable to rotating shift schedules, including nights, weekends, and holidays.
  

Required Qualifications:

• Minimum 2-5 years of experience in IT support roles, specifically within a service desk environment.
  

• Comprehensive understanding of IT infrastructure, system administration, and troubleshooting methodologies.
  

• Hands-on experience using service desk management tools (e.g., ServiceNow).
  

• Familiarity with ITIL frameworks and best practices; ITIL v4 certification preferred.
  

• Excellent communication, interpersonal skills, and problem-solving capabilities.
  

• Customer-oriented approach with a dedication to delivering high-quality support.
  

• Ability to strategically manage and prioritize multiple tasks and deadlines.
  

• Adaptability and willingness to learn evolving technologies and processes.
  

• Proficiency in Microsoft Office 365 support and administration.
  

• Basic understanding and hands-on experience with AWS and Azure cloud environments.
  

• Demonstrated knowledge of Active Directory, Group Policy, and related user-management tasks.
  

• Technical proficiency in managing Windows Server environments; Linux experience is preferable.
  

• Strong analytical skills for reporting and performance monitoring.
  

Preferred Qualifications:

• ITIL v4 Certification
  

• Experience in business continuity and disaster recovery planning and testing.
  

• Advanced proficiency in cloud services management (AWS/Azure).
  

This role demands a candidate who is enthusiastic about technology, committed to excellent customer service, and skilled in both independent problem-solving and collaborative teamwork.