Skills: Technical expertise, Incident management, Problem management
Job Summary
The L2 Service Desk Technical Analyst is responsible for advanced incident diagnosis and resolution, handling complex technical issues escalated from L1, ensuring root cause identification, and supporting service stability and SLA adherence. The role requires robust hands‑on technical expertise, cross‑team collaboration, and the ability to work independently on critical issues.
Key Responsibilities
Incident & Problem Management
• Handle L2‑level incidents and service requests escalated from L1 teams.
• Perform deep technical troubleshooting to restore services within agreed SLAs.
• Conduct root cause analysis (RCA) and support Problem Management initiatives.
• Identify recurring issues and propose permanent fixes and preventive actions.
• 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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