Service Help Desk- Tier 2
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Summary
Tier 2 service desk engineer handling escalated incidents and service requests, performing advanced troubleshooting and root-cause analysis, coordinating with IT teams and vendors, and mentoring Tier 1 staff. Day-to-day work centers on ITIL processes, SLA/ticket management, and knowledge-base upkeep.
Responsibilities
- Handle complex and escalated incidents and service requests from Tier 1.
- Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions.
- Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues.
- Validate escalated tickets and ensure accurate documentation before closure.
- Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams.
- Maintain knowledge-base articles, known errors, and resolution procedures.
- Monitor incident trends, SLA performance, backlog, and recurring issues.
- Participate in problem management, major incident reviews, and continuous service improvement.
Requirements
Requirements
- 5–10 years of experience in Service Desk, IT Support, or a related technical support role.
- Strong experience in incident, escalation, and service request management.
- Good knowledge of ITIL processes, SLA management, and ticketing systems.
- Strong troubleshooting and root-cause analysis skills.
- Experience coordinating with multiple IT teams and external vendors.
- Ability to prepare incident reports, service reports, and performance summaries.
- Strong communication, problem-solving, and customer-service skills.
- Experience mentoring or supporting Tier 1 Service Desk teams is preferred.
Benefits
- Long Term Project