L2 Support Specialist

1 week ago

kottayam, India beBeeSupport Full time

Dear Candidate,We have an opportunity for a Service Desk Lead role.To be considered, you should possess relevant experience and skills in handling L2 issues reported with the Apps & Infra Helpdesk. Key responsibilities include receiving calls, emails, and web-tickets from end users and other Agency Service Desks/Help Desks, creating Incident tickets or Service Request tickets, logging pertinent information, and attempting initial solutions. Additionally, you will be responsible for tracking and classifying incoming incidents or service requests, providing initial assessment of categorization and prioritization, and ensuring incidents and service requests are properly escalated and assigned to appropriate support groups.Other key responsibilities include performing hierarchical escalation to Service Desk Management and Incident Management, providing communication to end users concerning the status of Incidents, Service Requests, and Changes, compiling data through Incident entry for management information and reporting, maintaining ownership of Incidents, and providing input to Service Desk Management regarding Continuous Improvement opportunities.Please note that this is not an exhaustive list of responsibilities, but rather a summary of the key tasks involved in this role.

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