Service Desk Analyst L2

For our Client, global technology company we are searching for:
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

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

Kliknij tutaj aby uzyskać dostęp do Polityki prywatności HAYS, która zawiera szczegółowe informacje na temat tego, w jaki sposób wykorzystujemy i chronimy twoje dane osobowe oraz Twoje prawa z tym związane.


Rodzaj pracy
Technologia & Usługi internetowe
Obszar specjalizacji
Nr ref.:
Data ważności
31 Aug 2022

Skontaktuj się z konsultantem

Skontaktuj się Magdalena Okupinska, Konsultant odpowiedzialny za tę rekrutację, znajduje się Tricity
Hays, Al. Grunwaldzka 472D

Telefon: 665260317

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