Service Desk Level 2 - ITIL
Core
Provides Tier 1 and Tier 2 IT support, troubleshooting complex hardware, software, network, and voice communication issues.
Role type
Level 2 Service Desk Analyst
Builds
Resolved incidents and maintained IT services for clients
Domain
IT Service Management / Help Desk
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, network connectivity resolution, root cause analysis, incident escalation, communication with technical and non-technical users
Preferred skills
ITIL Foundation certification, retail experience
Technologies
Unisys applications, COTS applications, voicemail systems, desktop equipment
Responsibilities
Troubleshoot and resolve complex hardware, software, and network issues; identify root causes of problems; escalate unusual or complex problems; communicate resolution details to users; support L1 and L2 support agents with ongoing queries
