L2 Service Desk Analyst

Job Description

Job Title : Service Desk L2 Analyst

Role Type : Fixed Term Direct Contract with Talpro

Contract Duration : 6 months (Fixed Term Contract)

Years of Experience : 2-5 Yrs

Notice Period : Immediate Joiners Only

Work Mode : Hybrid (3 Days from Office Weekly)

Location : Bangalore and UK Shift and Hybrid working model on case to case basis

Domain : Any IT Domain

- Rotational shifts-Full time position - 12-hour shifts with digital handovers to next shift.

- The routine is four shifts of days, four off, four of nights, four off, then repeat.

- Early shift : GMT 08 : 00hrs to 20 : 00hrs.

- Late shift : GMT 20 : 00hrs to 08 : 00hrs.

- Early shifts in the local office.

- Late shifts work from home.

Mandate Skills : ITIL Version 4 Foundation Level Experience ,windows server, office 365, active directory, group policy, AWS and Azure Fundamentals, Problem management, incident management

Job Title : Level 1/Level 2 IT Service Desk Analyst

Role Overview :

We are seeking a skilled and proactive Level 1/Level 2 IT Service Desk Analyst to act as the primary point of contact for technical support within our organization.

Your role is vital in providing swift, efficient, and professional resolution of IT-related issues, ensuring our colleagues and customers maintain productivity and achieve their goals.

You will offer exceptional customer service, demonstrate strong technical skills, and maintain reliability within our IT infrastructure, managing everything from basic queries to complex escalations and routine maintenance.

Key Responsibilities :

- Serve as the first point of contact for technical support via phone, email, and chat.

- Record, categorize, and manage incidents, service requests, and queries within the ticketing system.

- Conduct initial diagnosis, troubleshooting, and resolution of hardware, software, and network issues.

- Escalate unresolved problems effectively to higher support tiers or specialized teams.

- Manage user account tasks including password resets, account setups, and access control.

- Ensure prompt issue resolution aligned with established Service Level Agreements (SLAs).

- Document all incidents, resolutions, and troubleshooting steps clearly and accurately.

- Contribute to the ongoing development and updating of the IT knowledge base.

- Deliver outstanding customer support, building and maintaining strong user relationships.

- Proactively monitor systems to identify and resolve potential performance issues.

- Collaborate with other IT teams for solving complex or repetitive technical challenges.

- Participate actively in IT projects including system upgrades, deployments, and migrations.

- Execute regular health checks on systems, applications, and networks to ensure optimum performance.

- Perform scheduled maintenance activities, including software updates, patch installations, and system backups.

- Manage and respond promptly to system alerts, preventing issue escalation.

- Regularly review and enhance service desk documentation and operational processes for accuracy and efficiency.

- Assist in testing and validation of business continuity plans, including disaster recovery scenarios.

- Engage in continuous learning and professional development to stay updated with current IT trends and technologies.

- Be flexible and adaptable to rotating shift schedules, including nights, weekends, and holidays.

Required Qualifications :

- Minimum 2-5 years of experience in IT support roles, specifically within a service desk environment.

- Comprehensive understanding of IT infrastructure, system administration, and troubleshooting methodologies.

- Hands-on experience using service desk management tools (e.g., ServiceNow).

- Familiarity with ITIL frameworks and best practices; ITIL v4 certification preferred.

- Excellent communication, interpersonal skills, and problem-solving capabilities.

- Customer-oriented approach with a dedication to delivering high-quality support.

- Ability to strategically manage and prioritize multiple tasks and deadlines.

- Adaptability and willingness to learn evolving technologies and processes.

- Proficiency in Microsoft Office 365 support and administration.

- Basic understanding and hands-on experience with AWS and Azure cloud environments.

- Demonstrated knowledge of Active Directory, Group Policy, and related user-management tasks.

- Technical proficiency in managing Windows Server environments; Linux experience is preferable.

- Strong analytical skills for reporting and performance monitoring.

Preferred Qualifications :

- ITIL v4 Certification

- Experience in business continuity and disaster recovery planning and testing.

- Advanced proficiency in cloud services management (AWS/Azure).

This role demands a candidate who is enthusiastic about technology, committed to excellent customer service, and skilled in both independent problem-solving and collaborative teamwork