Service Desk Analyst - L2

             Key responsibilities & Accountabilities:

·                Serve as the first point of contact for users seeking technical assistance at the Tech Bar. 

·                Diagnose and resolve hardware and software issues on various devices, including laptops, desktops, and mobile devices. 

·                Provide support for operating systems, applications, and network-related problems. 

·                Assist users with setting up and configuring IT equipment. 

·                Log and manage incidents and service requests using the IT service management system. 

·                Escalate complex issues to 2nd Line Support or relevant teams as necessary. 

·                Maintain a high level of customer service and ensure timely resolution of user issues. 

·                Educate users on best practices and provide guidance on IT-related queries. 

·                Run daily checks on meeting rooms, making sure all AV technologies are working and report any issues. 

·                Support VIP meetings and all company events, making sure AV and meetings rooms are ready.  

·                Keep up-to-date with the latest technology trends and updates. 

·                Participate in team meetings and contribute to continuous improvement initiatives. Working closely with our supervisory team to ensure the service levels meet and exceed business requirements. 

·                Work as part of a technology team and successfully manage your own tasks according to the larger needs of the business. 

·                Internal and external stakeholder management, ensuring any issues are resolved within a timely manner. 

·                Create knowledge articles and processes to support the business 

·                Run new customer inductions bi-weekly and keep the induction slides up to date. 

·                Creation and decommission of customer accounts (JML) 

·                Clear and timely communication.