This is a great opportunity to move from a L1 or 1.5 role into a L2 position.Â
Key Roles and Responsibilities:
- Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
- Update tickets with resolution tasks performed
- Identify, Investigate, analyze issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
- Communicate with other teams and clients for extending support
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
- Work with automation teams for effort optimization and automating routine tasks
- Coach Service Desk and L1 teams for technical and behavioral skills
- Identify problems and errors before they impact a client’s service
- Lead and manages all initial client escalation for operational issues.
- Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
- Plan and execute approved maintenance activities
- Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort
Skills and Expereince neededÂ
- Moderate years of relevant managed services experience
- Moderate level knowledge in ticketing tools preferably Service Now
- At least 2 years experience in a service desk role
- Experience in the support of Windows 10 desktop enterprise environment
- Experience in using deployment tools such as SCCM
- Experience in creating and changing group policies
- Experience with Office 365 and Exchange Online
- Endpoint protection products such as SEP and Defender
- Excellent verbal and written communication skills are essential
- A basic understanding of ITILv3 framework and principles
- PowerShell experience is a bonus
Great opportunity to land that new role here!