Service Desk – Tier 2- India

Position Summary

Responsibilities

• Diagnose and resolve advanced problems with computers, software, and network connections that are passed on from Tier 1 support.
• Troubleshoot more difficult issues with applications and custom systems.
• Ensure problems with desktop, mobile, remote access, and VPN are fixed.
• Escalate unresolved issues to Tier 3 or external support, making sure the handover is smooth and timely.
• Act as a link between users and higher-level support teams, providing clear and detailed information about issues.
• Monitor and track incidents using helpdesk tools to ensure service standards are met.
• Analyze repeated problems to find the main cause and suggest permanent solutions.
• Manage user accounts, permissions, and access requests across different systems.
• Handle password resets, multi-factor authentication, and access control as needed.
• Support cloud-based applications and work with vendors and internal teams to manage updates and improvements.
• Keep detailed records of solutions and best practices in the helpdesk knowledge base.
• Suggest improvements to documentation and training materials.
• Deliver high-quality customer service, maintaining professionalism and clear communication at all times.
• Provide regular updates to users and internal teams about the progress and resolution of incidents.
• Support proactive monitoring of important systems to identify and report issues before they affect users.
• Help implement automated solutions to reduce repeated problems.
• Work with other IT teams (such as network, infrastructure, and security) to solve complex issues.
• Mentor and train Tier 1 support staff to help them improve their troubleshooting skills.
  

Qualifications

Requirements:

• Problem-Solving Skills: Ability to troubleshoot end user issues quickly and efficiently.
• Customer-Centric Approach: Strong communication skills with a focus on providing exceptional customer service.
• Attention to Detail: Precision in handling escalations, documenting solutions, and following procedures.
• Collaboration: Ability to work effectively with global teams and cross-functional departments.
• Adaptability: Comfort working in a fast-paced, high-pressure environment with shifting priorities.
• Proactivity: Ability to anticipate potential problems and take preemptive action.