Service Desk - Tier 2

Problem-Solving Skills: Ability to troubleshoot end-user issues quickly and efficiently. - Customer-Centric Approach: Strong communication skills focused on delivering 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. Position Summary As a Service Desk - Tier 2 Support Specialist, you will provide advanced technical support to employees with four to seven or more years of experience. Your main responsibilities will include resolving complex issues that Tier 1 support cannot handle, managing difficult incidents, and collaborating with other teams to ensure quick and effective solutions. Your role will require strong technical knowledge, excellent customer service, and the ability to work well under pressure. Key Responsibilities:

Diagnose and resolve advanced problems with computers, software, and network connections that are escalated from Tier 1 support. - Troubleshoot more difficult issues with applications and custom systems. - Ensure problems with desktop, mobile, remote access, and VPN are resolved promptly. - Escalate unresolved issues to Tier 3 or external support, ensuring a smooth handover. - Act as a liaison between users and higher-level support teams, providing clear and detailed information about issues. - Monitor and track incidents using helpdesk tools to maintain service standards. - Analyze recurring problems to identify root causes and recommend permanent solutions. - Manage user accounts, permissions, and access requests across different systems. - Handle password resets, multi-factor authentication, and access control as required. - Support cloud-based applications and collaborate with vendors and internal teams for updates and enhancements. - Maintain detailed records of solutions and best practices in the helpdesk knowledge base. - Provide input for improvements to documentation and training materials. - Deliver high-quality customer service, ensuring professionalism and clear communication at all times. - Provide regular updates to users and internal teams on incident progress and resolution. - Support proactive monitoring of critical systems to identify and report issues before impacting users. - Assist in implementing automated solutions to reduce recurring problems. - Collaborate with other IT teams (network, infrastructure, security) to address complex issues. - Mentor and train Tier 1 support staff to enhance their troubleshooting skills. Qua