Service Desk Analyst - Level II
Core
Provides end-user support by creating documentation for recurring tasks, setting up user accounts, and diagnosing/troubleshooting basic to moderate technical problems.
Role type
Level II Service Desk Analyst
Builds
IT support services for end-users
Domain
IT Support / Helpdesk
Deliverable
client delivery
Required skills
MS Office (Word, Excel, PowerPoint, Access), Office365, Microsoft Exchange and Outlook, Microsoft Windows 7/10, Active Directory, Hardware Troubleshooting, Basic Network Troubleshooting, SCCM/Intune
Responsibilities
Act as single point of contact (SPOC) for IT support; Log, track, and resolve incidents and service requests; Restore service within SLA targets; Protect confidential information and maintain security standards; Drive continuous service improvement; Assist with Ad Hoc projects and backup support.
Seniority
Mid-level, hands-on IC
