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.

 

The Requirements
Please enter the minimum criteria, skills, education, licenses etc. required to do this job
•    At least 2 years of Service Desk L1 experience or IT performance analysis and end-user support role.
•    Technical knowledge of WTW products and services is an asset.
•    Microsoft, ITIL Foundation, IELTS, TOEFL Certification is an advantage.
•    Advance knowledge of MS Office 365, MFA, VPN, Azure, computer hardware and software.
•    Advance knowledge in administering Active Directory and Exchange servers related Tools
•    Proficiency in Service Now ticketing tool or other task management software.
•    Exceptional analytical and problem-solving skills.