Service Desk Analyst II

3 weeks ago

Hyderabad, Telangana, India Phenom People Full time
Job Description

Job Requirements

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.

Work Experience

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

Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience.

2-4 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.

  • Service Desk Analyst

    6 days ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About the JobThe Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams....

  • Service Desk Analyst II

    3 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,...

  • Service Desk Analyst II

    21 hours ago

    Hyderabad, Telangana, India Phenom Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Requirements Position OverviewThe 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...

  • Service Desk Analyst

    1 day ago

    Hyderabad, Telangana, India HTC Global Services Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    About The RoleWe are seeking an Service Desk Analyst (L1 Desk) withminimum 2+ years of experience in an IT support/help desk environment.RequirementsExposure to a ticketing system for example ServiceNow and Remedy.Act as the first point of contact for users reporting IT issues or requesting services.Log, categorize and prioritize incidents and service...

  • Service Desk Analyst 1

    6 days ago

    Hyderabad, Telangana, India Newbie Soft Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Dear All,We are hiring for one of our client for the Service Desk analyst role.Location : Hyderabad, Financial District, Nanakramkuda.Responsibilities:Act as the first point of contact for users reporting IT issues or requesting services.Log, categorize, and prioritize incidents and service requests in the ITSM tools.Troubleshoot and resolve technical issues...

  • Service Desk Analyst

    2 weeks ago

    Hyderabad, Telangana, India Kiash Solution Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    2-5 years of experience in an IT support/help desk environment.Exposure to ticketing system ServiceNowMandatory experience in Call, Email and Chat service desk support.Log, categorize, & prioritize incidents and service requests in the ITSM tools.

  • Customer Support Analyst II

    2 days ago

    Hyderabad, Telangana, India GHX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role Summary : A Customer Support Analyst Level II works within the Customer Support Center to meet the needs of GHX's important customers. The CSA-II will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this...

  • Service Desk Lead

    6 days ago

    Hyderabad, Telangana, India HTC Global Services Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Role: Service Desk LeadLocation: Hyderabad, IndiaWork Mode: Work from Office 5 days a weekShift: 24x7 rotational support (including night shifts aligned to US hours)Experience Required: 5 – 8 years in IT Service Desk/Support, with at least 2 years in a Leadership or Supervisory roleEmployment Type: Full-timeAbout the RoleWe are seeking an experienced...

  • Customer Support Analyst II

    22 hours ago

    Hyderabad, Telangana, India GHX Full time US$ 80,000 - US$ 1,20,000 per year

    Role Summary :A Customer Support Analyst Level II works within the Customer Support Center to meet the needs of GHX's important customers. The CSA-II will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this...

  • Global Service Desk Manager

    24 hours ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the JobThe Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require.The role is a combination of general management, service operations, and special projects. The Service Desk...