2nd Line Service Desk Analyst
Job insights
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Date posted
23/12/2024
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Closing date
23/12/2024
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Hiring location
Center
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Experience Level
Middle
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Experience
3 - 5 Years
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Remote work option
Yes
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Expatriate Eligibility
no
Key responsibilities
Job Description
- Be a credible representative of IT as the second point of contact to facilitate the provision of high-quality 2nd line support
- Interrogation of the Service Desk tickets throughout the day to meet the first contact resolution SLA.
- Ensuring that raised tickets are responded and resolved within SLA timescales.
- Diagnose and resolve hardware, software, and network issues, utilizing techniques to identify root causes and implement an appropriate solution
- Installation of standard business software onto PC’s and laptops.
- Support of windows PC, smart mobiles devices including iOS and Android.
- Troubleshooting incidents for first fix resolution of 60%
- Escalation of incidents to the Retail Onsite Engineers as and when required.
- Act as SMEs on fields of expertise and collaborate with 3rd line support and other technical teams to escalate and resolve complex technical issues, ensuring thorough documentation and knowledge sharing.
- Prioritizing the incidents and managing the workload to ensure timely resolution
- Document the troubleshooting steps and resolution in the ticketing system, adhering to best practices and quality standards.
- Assist 1st line service desk with phones when they are busy with priority incidents.
- Provide technical guidance and assistance to the 1st line support engineers, fostering a culture of continuous learning and development.
- Part of the 24/7 service desk rota and managing Major Incidents along with service desk
- Act as a backup for service desk in case of holiday and sickness
- Co-ordinate with partnerships and third-party vendors.
Hard skills
Soft skills
Good to know
Goals & Performance Metrics:
You are expected to be autonomous in your work.
N+1 Management Style:
We prioritize teamwork in management that emphasizes independence, innovation, and involvement. Our work environment encourages shared trust and proactivity while providing a well-organized and supportive backdrop.
Career Progression Opportunities:
Opportunities for growth in IT department, team leadership, and other related roles within the company.
Benefits & Culture:
Night shift allowance: 15% hourly rate
Bus fare refund & company transport (post 5pm)
Medical insurance (private insurance – company contribution)
Pension scheme (contribution: 4.5% for up to 2 years, 6% for 2 to 5 years, 7.5% for 5+ years of service)
Meal allowance: Rs 2,200
Work From Home allowance: Rs 440
Candidate Selection Criteria:
Microsoft Windows 10 + 11
Microsoft Office 365
Active Directory & Group Policy
Experience of troubleshooting Laptops, Desktops, and Printers
Basic networking
Knowledge of Virtualization (Hyper-V/VMware).
Ability to troubleshoot technical support issues
Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level
Excellent customer Service communication skills (both verbal & written)
Strong incident analysis and prioritisation
Work condition:
Working hours: Any 5/7 days per week
Message from your future manager N+1:
Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive, and fulfilling work environment. We're here for you with support networks, hybrid working options, and wellness programs. Invest in your growth with our development opportunities and leadership training. Collaborate with colleagues from around the globe and immerse yourself in new cultures.
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