IT Service Desk Analyst II

ob Title: IT Service Desk Analyst IILocation: On-siteDepartment: Digital Services and Transformation; OperationsPosition OverviewThe IT Service Desk Analyst II is responsible for providing high-level technical support and ensuring the stability of our IT infrastructure. This role involves acting as an escalation point for complex technical issues, maintaining rigorous quality standards for ticket resolution, and identifying systemic technical trends to improve overall service delivery. You will bridge the gap between technical operations and end-user satisfaction by delivering efficient, high-quality solutions across various communication channels.Key Responsibilities(May perform other duties as requested, not specifically addressed in this document)Advanced Technical Support: Provide Tier 2 support for hardware, software, and network connectivity issues via voice, email, chat, and remote assistance.Independence and Objectivity: Maintain strict adherence to troubleshooting protocols and security standards. Evaluate recurring technical issues objectively to identify root causes rather than just symptoms.Incident Management: Ensure all tickets are documented with high accuracy, providing a clear rationale for resolutions and specific evidence of troubleshooting steps taken.Systemic Risk Identification: Proactively identify risks within the IT environment and suggest internal controls or updates to mitigate potential downtime or security breaches.Security & Compliance: Monitor and identify potential security-related issues, including unauthorized access attempts, authentication failures, and compliance with TP data protection policies.Knowledge Base Contribution: Actively update and maintain the internal Knowledge Base (KB) to improve first-call resolution (FCR) rates for Tier 1 analysts.Continuous Improvement: Propose innovative methods to streamline desk operations, automate repetitive tasks, and improve the end-user digital experience.Cross-Departmental Collaboration: Interact with Infrastructure, Security, and Development teams to maximize system uptime and maximize operational results.Reporting: Deliver detailed reports on productivity, ticket aging, and non-conforming technical situations to the Operations and IT Management teams.Required QualificationsEducation: Bachelor’s degree in Information Technology, Computer Science, or a related field (preferentially).Language: English (Minimum B1 level).Work Experience: Minimum 2 years of experience in an IT Service Desk or Technical Support environment.Soft Skills & Other RequirementsTechnical Skills Hiring Requirements:Advanced knowledge of Microsoft Office 365 Suite and Windows/macOS environments.Strong understanding of Active Directory, ITSM tools (e.g., ServiceNow, BMC), and networking protocols (TCP/IP, VPN).Analytical skills for proactive reporting and trend analysis.Skills to be Trained:Proprietary Client Product Training.Use of internal BMS and specialized production tools.Advanced Phone and Email ticketing systems.Competencies and Specific Skills:Judgment: Strong decision-making skills regarding technical escalations and security protocols.Communication: Ability to translate complex technical jargon into user-friendly instructions.Achievement Oriented: Driven to meet and exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Customer Oriented: Dedicated to providing a seamless and empathetic support experience.