Service Desk L2 Analyst

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Desk L2 Analyst in India.

We are seeking a skilled and proactive Service Desk L2 Analyst to join our IT support team, providing expert technical assistance across web, desktop, and cloud platforms. In this role, you will be responsible for managing incidents, resolving complex technical issues, and maintaining system performance while ensuring high standards of customer service. You will work in a dynamic environment with rotating shifts, supporting users across multiple locations, and collaborating with IT teams to optimize processes, troubleshoot escalated problems, and contribute to ongoing infrastructure improvements. This is an ideal opportunity for a motivated professional who enjoys problem-solving, continuous learning, and working with modern IT tools and cloud technologies.

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

· Record, categorize, and manage incidents, service requests, and queries in the ticketing system.

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

· Escalate unresolved problems to higher support tiers or specialized teams efficiently.

· Manage user accounts, including password resets, access control, and account setups.

· Perform routine system maintenance, updates, and backups to ensure infrastructure reliability.

· Document incidents, resolutions, and processes accurately to maintain knowledge base integrity.

· Collaborate with IT teams on projects such as system upgrades, deployments, and migrations.

· Proactively monitor systems to detect and resolve potential performance issues.

· Adhere to Service Level Agreements (SLAs) while providing excellent customer support.

· –5 years of experience in IT support, service desk, or related roles.

· Strong understanding of IT infrastructure, system administration, and troubleshooting methodologies.

· Hands-on experience with service desk tools (e.g., ServiceNow).

· Knowledge of ITIL frameworks, with ITIL v4 certification preferred.

· Experience supporting Microsoft Office 365, Windows Server, Active Directory, and Group Policy.

· Basic knowledge of AWS and Azure cloud environments.

· Proficient in monitoring, incident management, problem resolution, and documentation.

· Excellent communication, problem-solving, and customer service skills.

· Ability to manage multiple tasks, work independently, and collaborate effectively.

· Adaptable to rotating shifts, including nights, weekends, and holidays.

Preferred Qualifications:

· ITIL v4 Certification.

· Experience with business continuity and disaster recovery planning.

· Advanced knowledge of cloud services management (AWS/Azure).

· Linux system administration experience is a plus.

· Competitive industry-aligned salary.

· Exposure to a diverse IT environment across multiple domains.

· Professional growth and learning opportunities.

· Experience with cloud technologies and IT infrastructure management.

· Opportunity to contribute to IT projects and process improvements.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.

Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
It compares your profile to the job's core requirements and past success factors to determine your match score.
Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias, focusing solely on your fit for the role.
Once the shortlist is completed, it is shared directly with the company that owns the job opening. The final decision and next steps (such as interviews or assessments) are then managed by their internal hiring team.

Thank you for your interest

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