Service Desk L2 Analyst

The Role
Please enter the responsibilities of the role
 Manage escalated tickets from Service Desk L1 and other support group.
 Performs advance troubleshooting and handles more complex issues or unresolved incidents/request.
 Records/tracks issue/request and confirm resolution prior to closure. Responses are not scripted and require extensive probing of callers for specific information.
 Collaboration, Coordination and Communication with Infrastructure, Engineering, or other support groups to resolve Incidents and Requests.
 Aid Infrastructure/engineering/project team during specialized testing and support activities
 Contribute to Knowledge management by creating, reviewing knowledge articles/videos for both end user and SD L1 training and knowledge skills enhancement.
 Acts as Continuous Service Improvement Catalyst to promote efficiency of Service Desk
 Aids/answers technical/process questions from SD
 Participates in Infrastructure/Engineering/Messaging Calls.
 Collaborate/Coordinates with other Resolver Groups.
 Creates/Sends email escalation to SD Lead for incorrectly handled SD L1 tickets.
 Assists with creation/improvement of SD knowledge articles that can help increase FCR.