Service Desk Analyst L2

The Second Line Support Service is for user related Incidents which are too time-consuming, uncommon, or technical for first-line support. Typically, these are issues which need further investigation and/or require remote access the user machine in order to resolve the Incident.

Key responsibilities:

• Provide during Core Support Hours (24*5) designated Second Line Support to receive tickets from the
• First Line Support Desk or escalations from Support engineers
• Maintain Ticket queues based on geographical location of Customer sites
• Investigation, diagnosis, and where possible resolution of Tickets which cannot be resolved at First Line
  Support Desk.
• Raise a Smart Hands or Deskside Ticket for On-site Engineers to physically attend site
• Remotely assist On-site and Dispatch engineers where required
• Escalate Incidents with cannot be resolved by Second Line Support Desk to Third Line Support.
• Use remote control tools to access EUC Devices for the purpose of diagnosis and resolution of a Service Request or Incident
• Use software distribution tools to deliver / reinstall applications for the purpose of resolution of a Service
  Request or Incident
• Create knowledge articles on known problems for the First Line Support Desk to enable resolution of
  tickets at first line
• Contact new users either by instant messenger, phone, or email with 24 hours of an IMAC in supported
  languages.

What we are looking for in you:

• Demonstrable experience in an IT customer service role, ideally within a Contact Centre environment
• Experience in supporting and maintaining end user computing solutions
• Good troubleshooting skills
• Intermediate to Advanced skills encompassing:

o Microsoft Server and Desktop OS troubleshooting skills across all current versions
o Microsoft Office 365 troubleshooting and configuration skills
o Network (fundamental) troubleshooting skills
o Office 365 support

• Experience with remote solutions, such as Citrix, Terminal Server and VPN
• Experience with Apple Hardware and macOS
• Experience with enterprise mobile devices
• Minimum of 3 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment

What we offer:

• Sport subscription
• Luxmed private medical care
• Opportunity to work in an international Environment
• Group Life Insurance
• Ambitious role in global company
• Modern office space

#1167505