SERVICE DESK-SERVICE DESK

Incident & Request Management Act as the first point of escalation for L1 analysts and take ownership of aged or complex incidents to drive faster resolution. Handle and resolve technically advanced incidents and service requests , ensuring minimal business impact. Escalate incidents or service requests to Leads or SME teams when required permissions or expertise is lacking . Apply a solid understanding of the customer's business needs to ensure effective incident triaging and prioritization . Service Desk – Level 2 (L2) Engineer / Analyst – Job Description Role Overview The Service Desk L2 Engineer serves as the first point of escalation for L1 teams and is responsible for managing technically complex incidents, service requests, and problem resolution. The role involves ensuring timely service delivery, maintaining high-quality technical documentation, and supporting L1 associates through coaching and guidance. This position requires strong technical expertise in Microsoft 365 technologies along with excellent analytical and communication skills. ________________________________________ Key Responsibilities Incident & Request Management • Act as the first point of escalation for L1 analysts and take ownership of aged or complex incidents to drive faster resolution. • Handle and resolve technically advanced incidents and service requests, ensuring minimal business impact. • Escalate incidents or service requests to Leads or SME teams when required permissions or expertise i Required L2 Soft Skills Strong interpersonal and communication skills with the ability to mentor, guide, and collaborate with colleagues across all levels. Ability to work independently with minimal supervision while handling multiple priorities. Proven capability to lead and guide the L1 team both technically and process-wise. High learning agility and the ability to adapt quickly to new technologies and evolving customer environments. Microsoft 365 / Office 365 Certifications (e.g., MS-900, MS-203, MS-700, MS-720). Microsoft Exchange Certifications . ITIL Foundation Certification (preferred).