Service Desk Analyst L2

Service Desk Analyst –  L2

Ability to analyze system performance, logs, and identify root causes of application failures. 
Strong command of SQL for data retrieval and manipulation 
Experience with ticketing systems like Jira and ServiceNow for incident management 
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. 
Log and manage incidents and service requests using the IT service management system. 
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.

Skills & Ability

Proven experience in a customer-facing App support role. 
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. 
Desirable  
Insurance industry experience. 
Understanding of automation technologies.