Service Desk Analyst - L2

Key Responsibilities & Accountabilities:

• Serve as the first point of contact for users seeking technical assistance at the Tech Bar.
• Diagnose and resolve hardware and software issues on various devices, including laptops, desktops, and mobile devices.
• Provide support for operating systems, applications, and network-related problems.
• Assist users with setting up and configuring IT equipment.
• Log and manage incidents and service requests using the IT service management system.
• Escalate complex issues to 2nd Line Support or relevant teams as necessary.
• Maintain a high level of customer service and ensure timely resolution of user issues.
• Educate users on best practices and provide guidance on IT-related queries.
• Run daily checks on meeting rooms, making sure all AV technologies are working and report any issues.
• Support VIP meetings and all company events, making sure AV and meetings rooms are ready.
• Keep up-to-date with the latest technology trends and updates.
• Participate in team meetings and contribute to continuous improvement initiatives. Working closely with our supervisory team to ensure the service levels meet and exceed business requirements.
• Work as part of a technology team and successfully manage your own tasks according to the larger needs of the business.
• Internal and external stakeholder management, ensuring any issues are resolved within a timely manner.
• Create knowledge articles and processes to support the business
• Run new customer inductions bi-weekly and keep the induction slides up to date.
• Creation and decommission of customer accounts (JML)
• Clear and timely communication.