Level 2 Service Desk Analyst

The Level 2 Service Desk Analyst is responsible for overseeing the daily operations of the IT service desk, ensuring the efficient and effective resolution of user requests, incidents, and problems. This role plays a pivotal part in maintaining high service standards, ensuring compliance with ITIL best practices, and driving continuous service improvements. The Service Desk Team Lead serves as the escalation point for critical issues, manages team performance, and aligns service desk operations with business objectives to enhance overall IT support efficiency.

Key Responsibilities:

1. Incident Service Desk Operations Management

1.1. Lead and manage the service desk team to ensure prompt and high-quality IT support services.

1.2. Monitor and maintain ticketing systems, ensuring incidents, service requests, and problems are logged, prioritized, and resolved in accordance with SLAs.

1.3. Define, implement, and enforce service desk policies and standard operating procedures (SOPs) to optimize efficiency and service quality.

1.4. Ensure seamless collaboration between service desk, technical support, infrastructure, and application teams for efficient issue resolution.

1.5. Maintain a user-centric approach, ensuring end-user satisfaction and adherence to business continuity principles.

1. Incident, Problem and Change Management

2.1. Act as the primary escalation point for complex and high-impact technical issues, ensuring rapid resolution.

2.2. Oversee root cause analysis (RCA) for recurring incidents, working closely with problem management teams to implement long-term solutions.

2.3. Collaborate with change management teams to assess the impact of IT changes and ensure minimal disruption to business operations.

2.4. Drive the adoption of proactive support strategies, including automation, self-service portals, and AI-driven IT support tools.

1. Stakeholder Engagement & Communication

3.1. Serve as the liaison between the IT service desk, business units, and senior management to align IT support with business goals.

3.2. Provide timely updates on major incidents, service disruptions, and ongoing improvements to key stakeholders.

3.3. Conduct regular service review meetings with internal teams and business leaders to evaluate service performance and areas for improvement.

3.4. Ensure clear and concise documentation of troubleshooting guides, knowledge base articles, and SOPs to improve first-call resolution rates.

1. Team Leadership & Performance Management

4.1. Mentor, and develop service desk analysts, fostering a high-performance and customer-focused culture.

4.2. Conduct regular performance reviews, set measurable goals, and provide continuous feedback to team members.

4.3. Identify skill gaps and develop training plans to enhance technical expertise and service management capabilities.

4.4. Implement workforce management strategies to ensure adequate coverage for 24/7 IT support operations, if applicable.

5. Reporting, Analytics & Continuous Improvement

5.1. Work Generate and analyze key performance indicators (KPIs) such as first-call resolution (FCR), average resolution time, SLA compliance, and customer satisfaction scores.

5.2. Utilize data-driven insights to identify service gaps, optimize workflows, and implement automation for improved efficiency.

5.3. Lead ITSM process improvement initiatives to enhance service quality and reduce operational costs.

5.4. Stay updated with industry best practices and emerging IT service management technologies to continuously refine service delivery strategies.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• 2+ years of experience in IT support or service desk operations, with at least 1 year in a leadership role.

• Advance ITIL certifications (e.g., ITIL Practitioner, ITIL Managing Professional) are highly preferred.

• Experience managing ITSM tools such as ServiceNow, Freshservice, Jira Service Management, or similar platforms.

• Familiarity with Microsoft Active Directory, Office 365, remote support tools, and enterprise-level IT environments.