Service Desk Analyst - Level 2
Core
Level 2 Service Desk Analyst handling IT support requests via phone, self-service, and walk-ups, focusing on troubleshooting, escalation, and shift-left automation.
Role type
Level 2 Service Desk Analyst
Builds
Corporate IT support services and user experience
Domain
Corporate IT / Managed Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Windows desktop support, Microsoft 365 administration, Microsoft Intune, Microsoft Entra ID, LAN/WAN/WiFi networking, Mobile Device Management (MDM), ITIL Incident and Service Management, system patching, knowledge base creation
Preferred skills
Cyber Security knowledge, Digital Solutions exposure, cross-skilling capability
Technologies
Windows, Microsoft 365, Microsoft Intune, Microsoft Entra, LAN/WAN/WiFi, MDM
Responsibilities
Perform daily operational tasks including system checklists and service monitoring; Identify, troubleshoot, and resolve technical issues or escalate appropriately; Manage deployment and lifecycle of physical IT assets; Maintain service tickets and resolve or assign requests; Create and maintain accurate user and technical documentation; Collaborate with internal teams to manage service interruptions; Assist in deploying system updates and patches; Contribute to shift-left strategy by creating self-service content and recommending automation; Proactively share knowledge to improve support experience.
Seniority
Mid-level, hands-on IC