Job Summary
The Service Desk L2 Analyst acts as a second-line support function, responsible for handling escalated incidents and service requests that require deeper technical expertise beyond L1. The role focuses on advanced troubleshooting, root cause analysis, SLA adherence, and knowledge improvement, while ensuring a high level of customer satisfaction. To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Skill Requirements
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Other Requirements
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