L2 Service Desk Associate

Purpose 

The purpose of the L2 Service Desk Associate role is to provide higher-level technical support to end users by handling incidents and service requests that have been escalated by L1 Service Desk engineers.  The role is to ensure daily activities are performed, will act as the subject matter expert and resolve escalations if needed. 

This role requires a good range of technical capabilities in line with technologies the Company manage for its customers as well as the ability to be a key contact and escalation point for the L1 Service Desk engineers, customers technical teams, and managers. 

This position supports the Service Desk Team Leader role in meeting customer requirements and assist in managing day-to-day Service Desk operation. 

Essential duties 

Responsibilities include: 

Support Service Desk Team Leader in achieving customer requirements, 

Providing training and support to L1 Service Desk engineers, 

Providing up to 2nd Level support to customers, 

Escalating problems to 3rd Level support or 3rd party vendors and IT resolver groups, 

Point of Contact of the Service Desk in terms of Critical Incident Management process, 

Management of knowledge base articles, 

Keep track of all issues for appropriate escalation and follow-up, 

Provide root cause analysis and troubleshooting of escalated issues, 

Adhere to Incident Management, Request Management, Problem Management, and Change Management processes as per Company/customer standards (ITIL) and within SLAs, 

To provide after hours on-call escalation as required, 

Attend meetings with customer technical teams, capturing critical feedback, and consulting internally with Service Desk Team Leader, Account Manager, and Service Delivery Manager to enhance level of service. 

Understand Customer and the Company’s business processes and procedures, 

Assist the Service Desk Team Leader with activities required to assist the Service Desk and its customer/s. 

Provide insights on customer and management reports 

Provide tactical solutions to enhance customer experience 

Feed insights from technical meetings with customers. 

Qualifications 

1.5 to 2 years’ experience in a Technical Support role, preferably including experience in a Managed Services environment. 

1.5 to 2 years’ experience with an enterprise grade Service Management Tool. 

ITIL v3 Foundation or above certification (desired) 

Passion for Customer Service Excellence 

Ability to prioritize tasks and workload 

Excellent verbal and written communication skills 

Ability to work in a team environment with a shared workload. 

Ability to work autonomously, prioritize time for oneself and the team, make critical decisions and/or escalate as appropriate.