Service Help Desk- Tier 2

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

• 510 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
  

Required Skills:

Requirements 510 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.

Employment Type : Full Time
Experience: years
Vacancy: 1