Service Desk Specialist

Job Title : Service Desk Agent Level 2

Job Purpose :

The Service Desk Agent Level 2 provides in-depth technical support and serves as an escalation point for Level 1 agents. This role requires problem-solving expertise and knowledge-sharing to enhance team efficiency while ensuring incidents and service requests are resolved within SLAs.

Essential Functions :

Serve as an escalation point for Level 1 agents on complex technical issues.

Troubleshoot and resolve incidents related to networking, VoIP, Microsoft applications, and business systems.

Document and track detailed ticket activities until resolution.

Collaborate with teams to diagnose and resolve recurring technical issues.

Create knowledge base entries for repeatable solutions.

Make outbound calls to customers as part of incident resolution.

Monitor system alerts and proactively address potential issues.

Education & Certifications :

High School diploma required.

ITIL Foundations Certification is required.

CompTIA Net+, CCENT preferred.

CCNA desired.

Experience :

3+ years of experience in a Service Desk or technical support environment.

Special Knowledge, Skills, and Abilities :

Strong understanding of networking fundamentals, Windows OS, and Office applications.

Excellent customer service, communication, and conflict resolution skills.

Experience with ServiceNow or similar ITSM platforms.

Ability to work independently and remotely when required.