Service Desk L2 Professional

As a Service Desk Support I - Tier II analyst, your role involves providing second line support for clients by documenting and resolving technical issues related to hardware, software, network, security, user provisioning, and general computer usage through various contact methods. Your responsibilities include: - Providing exceptional and professional customer service to clients - Logging all client contacts into the appropriate ticketing tool - Troubleshooting, diagnosing, and resolving application issues following standard operating procedures - Showing strong initiative, attention to detail, and problem-solving skills - Researching and developing resolutions for problems, escalating when necessary - Developing strong relationships with clients and escalation groups - Providing an escalation path for Level 1 analysts and coaching on non-escalated issues - Contributing to and reviewing the knowledge base - Participating in the development and maintenance of Service Desk procedures - Engaging in ongoing training for service desk operations - Leading and delivering on small or medium projects You do not have any supervisory responsibilities and report directly to the Service Level Manager. Qualifications required for this role include: - Associates degree in Information Technology or 3 years equivalent experience in a technology-related field - Prior experience in a customer service role - Excellent customer service, verbal and written communication skills - Superior interpersonal skills and telephone etiquette - Analytical and problem-solving skills - Ability to work in a fast-paced environment and adapt to changing situations - Proficiency in Microsoft's currently supported Operating Systems - Proficiency in messaging systems like Microsoft Outlook and Lotus Notes - Experience with Active Directory administration - Certification or equivalent experience in Microsoft MCITP, CompTIA A+, Network +, or Security + - Willingness to work flexible hours, including occasional evening and weekend shifts Your role as a Service Desk Support I - Tier II analyst is crucial in ensuring client satisfaction and resolving technical issues efficiently. As a Service Desk Support I - Tier II analyst, your role involves providing second line support for clients by documenting and resolving technical issues related to hardware, software, network, security, user provisioning, and general computer usage through various contact methods. Your responsibilities include: - Providing exceptional and professional customer service to clients - Logging all client contacts into the appropriate ticketing tool - Troubleshooting, diagnosing, and resolving application issues following standard operating procedures - Showing strong initiative, attention to detail, and problem-solving skills - Researching and developing resolutions for problems, escalating when necessary - Developing strong relationships with clients and escalation groups - Providing an escalation path for Level 1 analysts and coaching on non-escalated issues - Contributing to and reviewing the knowledge base - Participating in the development and maintenance of Service Desk procedures - Engaging in ongoing training for service desk operations - Leading and delivering on small or medium projects You do not have any supervisory responsibilities and report directly to the Service Level Manager. Qualifications required for this role include: - Associates degree in Information Technology or 3 years equivalent experience in a technology-related field - Prior experience in a customer service role - Excellent customer service, verbal and written communication skills - Superior interpersonal skills and telephone etiquette - Analytical and problem-solving skills - Ability to work in a fast-paced environment and adapt to changing situations - Proficiency in Microsoft's currently supported Operating Systems - Proficiency in messaging systems like Microsoft Outlook and Lotus Notes - Experience with Active Directory administration - Certification or equivalent experience in Microsoft MCITP, CompTIA A+, Network +, or Security + - Willingness to work flexible hours, including occasional evening and weekend shifts Your role as a Service Desk Support I - Tier II analyst is crucial in ensuring client satisfaction and resolving technical issues efficiently.