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Service Desk Analyst II

Service Desk Analyst II

Phenom

4 years

0 Lacs

hyderabad telangana india

Posted:2 months ago| Platform:

Apply

Skills Required

service support escalation troubleshooting macos ubuntu security management provisioning mfa resolve software networking saas onboarding offboarding onelogin compliance data iam slack zoom jira vpn dhcp communication technology itil okta

Work Mode

On-site

Job Type

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.

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Service Desk Analyst II

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Job Requirements

Position Overview

cross-platform operating systems (Windows, macOS, Ubuntu/Linux)

Google Workspace (G Suite) and OneLogin

Key Responsibilities

Windows, macOS, and Ubuntu/Linux

Google Workspace (G Suite)

OneLogin

Work Experience

Required Skills & Competencies

Windows, macOS, and Ubuntu/Linux

Google Workspace (G Suite)

OneLogin

Education & Experience

cross-platform OS environments

More Jobs at Phenom