Service Desk Analyst II

4 weeks ago

Hyderabad, Telangana, India Phenom Full time

Position Overview :

The Service Desk Analyst Level 2 is responsible for providing advanced technical support across multiple platforms, acting as an escalation point for Level 1 analysts, and ensuring timely resolution of incidents and service requests.

The role requires strong troubleshooting skills, knowledge of cross-platform operating systems (Windows, macOS, Ubuntu/Linux) , and hands-on experience with Google Workspace (G Suite) and OneLogin administration.

Key Responsibilities :

- Act as the escalation point for Level 1 Service Desk Analysts.

- Provide advanced support for Windows, macOS, and Ubuntu/Linux systems.

- Administer and support Google Workspace (G Suite) including email, groups, calendars, shared drives, and security configurations.

- Manage OneLogin for identity and access management (user provisioning, de-provisioning, SSO setup, MFA support).

- Troubleshoot and resolve incidents related to hardware, software, networking, and SaaS applications.

- Support end-user onboarding/offboarding (device setup, G Suite and OneLogin access, license management).

- Document technical solutions and contribute to knowledge base articles.

- Ensure SLA adherence by prioritizing and following up on tickets.

- Collaborate with other IT teams for escalated or cross-functional issues.

- Participate in problem management to address recurring issues.

- Ensure compliance with IT security, data protection, and organizational policies.

Required Skills & Competencies :

- Strong working knowledge of Windows, macOS, and Ubuntu/Linux .

- Hands-on administration experience with Google Workspace (G Suite) .

- Experience with OneLogin or similar Identity and Access Management (IAM) tools.

- Familiarity with SaaS application troubleshooting (Slack, Zoom, Jira, etc.

- Good understanding of networking fundamentals (VPN, DNS, DHCP, Wi-Fi).

- Strong troubleshooting, analytical, and problem-solving skills.

- Excellent written and verbal communication skills.

- Customer-focused with the ability to handle escalations professionally.

Education & Experience :

- Bachelors degree in Computer Science, Information Technology, or equivalent practical experience.

- 2 to 4 years of IT Service Desk/Helpdesk support experience, with at least 1 year at Level 2 support.

- Experience supporting cross-platform OS environments .

- Certifications in ITIL, Google Workspace, CompTIA, or IAM (OneLogin/Okta) are a plus.

(ref:hirist.tech)

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