L2 Support Specialist

2 days ago


thrissur, India beBeeSupport Full time

Dear Candidate,We have an opening for a L2 Support Specialist role.GRADE/ ROLE/ SALARY – As per relevant experience and last drawn CTC. To be discussed during the interview.Job Summary:As a Senior Service Desk Analyst, you will play a crucial role in handling L2 issues reported with the Apps & Infra Helpdesk, which may include, but not restricted to the following:Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent informationTracking and classifying incoming incidents or service requests, attempting initial solutionsProvides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolutionEnsures Incidents and Service Requests are properly escalated and assigned to appropriate support groupsPerform hierarchical escalation to Service Desk Management and Incident ManagementProvide communication to end users concerning the status of Incidents, Service Requests and ChangesCompiles data through Incident entry that will be used for management information and reportingMaintains ownership of Incidents, ensuring status update and resolution according to SLAsProvide input to Service Desk Management regarding Continuous Improvement opportunitiesCooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly



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