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 :

Experience :

Special Knowledge, Skills, and Abilities :