Service Desk Analyst Level 2

Position Overview: The Level 2 Service Desk Agent - Queue Monitoring and Incident Management is a vital role within our IT support team, responsible for overseeing queue operations, managing incidents, ensuring SLA adherence, and providing comprehensive reporting. This role involves closely monitoring incoming requests, prioritizing, and resolving incidents, and maintaining accurate records. The Level 2 Service Desk Agent contributes significantly to maintaining high customer satisfaction levels, efficient incident resolution, and operational excellence.

Key Responsibilities:

1. Queue Monitoring and Incident Triage:
• Monitor incoming requests across multiple channels, including calls, emails, and chat.
• Assess and prioritize incidents based on urgency, impact, and complexity.
• Assign and escalate incidents to Level 3 support when required.
2. Incident Management:
• Provide Level 2 technical support for escalated incidents, troubleshooting and resolving complex issues.
• Collaborate with Level 3 support and cross-functional teams to ensure prompt incident resolution.
3. SLA Adherence:
• Ensure incidents are addressed within established SLAs and response time targets.
• Monitor and manage incident status to prevent SLA breaches and minimize resolution times.
4. Reporting and Documentation:
• Generate and maintain incident records with detailed information on issues, troubleshooting steps, and resolutions.
• Prepare regular and ad-hoc reports on incident trends, performance, and SLA compliance.
5. Customer Interaction:
• Interact with end-users in a professional and empathetic manner, gathering information and providing updates on incident status.
• Provide exceptional customer service, ensuring clear and effective communication.
6. Continuous Improvement:
• Identify recurring incidents and contribute to knowledge base articles to enhance Level 1 support capabilities.
• Propose process improvements to streamline incident management and enhance customer experience.
7. Collaboration:
• Collaborate with Level 1 agents to provide guidance and assistance in handling complex incidents.
• Work closely with Level 3 support and other teams to achieve seamless incident resolution.
8. Technical Expertise:
• Stay updated on technical knowledge and emerging trends to effectively troubleshoot and resolve incidents.
• Participate in training sessions to enhance technical skills and knowledge.

Qualifications and Requirements:

• Strong written and verbal communication skills.
• Proficiency in knowledge management systems and tools.
• Detail-oriented with excellent organizational skills.
• Ability to collaborate effectively with cross-functional teams.
• Analytical mindset with the ability to use data for decision-making.
• Familiarity with ITIL framework is beneficial.
• Prior experience in service desk or IT support is a plus.
• Prior experience of 1-2 years leading a team to reach productivity and quality goals within a service environment is preferred.
• Complete assigned projects or tasks as directed by management, including desk reporting as it relates to queue management and Level 1 quality requirements.

The Level 2 Service Desk Agent - Queue Monitoring and Incident Management plays a critical role in ensuring efficient incident resolution, maintaining SLA compliance, and delivering outstanding customer service. By effectively managing incidents and collaborating with cross-functional teams, this role contributes to the overall success of the service desk and elevates end-user satisfaction.

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