Level 2 Service Desk Analyst

Posted Mar 05, 2024 by Invenio

  • Negotiable
  • Direct Hire
  • Cayman Islands

Responsibilities:

  • Act as the first point of escalation from the L1 service desk team for incidents and more urgent requirements regarding technology issues, queries and requests
  • Provide an excellent level of customer service to customers, by providing them with appropriate support responses and friendly and polite communication
  • To resolve local ‘walk up’ issues/queries from local customers
  • To perform Level 1 duties if the team needs assistance to meet business needs
  • Ensure that all requests are logged and managed in order to meet our standards in the Service Desk system
  • Troubleshoot technology related problems from in-house software to hardware, such as PCs, printers, and mobile devices
  • Facilitate or coordinate a smooth flow of information regarding escalated incidents to the management team
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Demonstrate an excellent standard of customer service at all times, and to act as an technology ambassador in all dealings with customers
  • Adhere to all technology processes such as incident management, problem management and change management
  • Liaise with third-party suppliers for additional technical support
  • Ensure all relevant technology records are updated whenever appropriate, e.g. asset database
  • Fulfil procurement and logistic functions, including quotes, purchase orders, shipment of items and filing of relevant documentation relating to projects and escalations
  • Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQ’s, self-help guides
  • Be aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsible for carrying out all tasks in a secure manner i.e. keeping security in mind

Required:

  • A minimum of 2 years’ experience in a similar role in a professional services organisation is required, along with some knowledge of Microsoft Windows 10, Office & Teams, Active Directory, Microsoft Exchange, iManage Work DMS and Mimecast.  The successful candidate must be able to work independently with the ability to prioritise tasks and manage their own workload.
  • Knowledge of the systems and principles listed below would be beneficial:
  • ITIL Foundation
  • Ability to digest and communicate technical data in business-understandable terms.
  • Microsoft Windows & Office including Microsoft Teams
  • ISO 27001
  • Active Directory
  • Microsoft Exchange
  • IT Service Management tools
  • Vulnerability management

For an immediate response and a confidential conversation about this position, please contact:

Craig Drummond |   Craig@invenio-global.com |   +1 345 769 7000

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