Service Desk Analyst L2
Serve as the first point of contact for users seeking technical assistance at the Tech Bar; diagnose and resolve hardware and software issues on 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 ,making sure all AV technologies are working and report any issues
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 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 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
Proven experience in a customer-facing IT support role; strong knowledge of Windows and macOS operating systems; proven experience in SQL; familiarity with common software applications and troubleshooting techniques; basic understanding of networking principles and IT infrastructure; excellent problem-solving and communication skills; ability to work independently and as part of a team; strong organizational skills and attention to detail; relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus; insurance industry experience; understanding of automation technologies
Serve as the first point of contact for users seeking technical assistance at the Tech Bar; diagnose and resolve hardware and software issues on 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 ,making sure all AV technologies are working and report any issues
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 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 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
Proven experience in a customer-facing IT support role; strong knowledge of Windows and macOS operating systems; proven experience in SQL; familiarity with common software applications and troubleshooting techniques; basic understanding of networking principles and IT infrastructure; excellent problem-solving and communication skills; ability to work independently and as part of a team; strong organizational skills and attention to detail; relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus; insurance industry experience; understanding of automation technologies