Job SummaryService Desk L2 Analyst - Repeat Caller Support (6 Positions) Job Title : Service Desk L2 Analyst - Repeat Caller Support Experience 3+ Years Role Summary Responsible for supporting Service Desk operations with a focus on Repeat Caller process management, incident analysis, technical troubleshooting, and end-user support. The role requires strong technical skills and the ability to identify recurring issues, drive resolution, and improve service quality. Key Responsibilities
- Manage and resolve repeat caller incidents and recurring tickets.
- Perform technical troubleshooting across end-user technologies.
- Conduct root cause analysis for recurring issues.
- Participate in incident trend reviews.
- Stakeholder management with Product teams to collaborate and push for permanent solution on user issues. If recurring issue highlight to problem management team Skills Required
- ITIL-based Service Desk operations.
- Service Now reporting
- Remote support tools.
- Robust analytical and customer communication skills.Key ResponsibilitiesService Desk L2 Analyst - Repeat Caller Support (6 Positions) Job Title : Service Desk L2 Analyst - Repeat Caller Support Experience 3+ Years Role Summary Responsible for supporting Service Desk operations with a focus on Repeat Caller process management, incident analysis, technical troubleshooting, and end-user support. The role requires strong technical skills and the ability to identify recurring issues, drive resolution, and improve service quality. Key Responsibilities
- Manage and resolve repeat caller incidents and recurring tickets.
- Perform technical troubleshooting across end-user technologies.
- Conduct root cause analysis for recurring issues.
- Participate in incident trend reviews.
- Stakeholder management with Product teams to collaborate and push for permanent solution on user issues. If recurring issue highlight to problem management team Skills Required
- ITIL-based Service Desk operations.
- Service Now reporting
- Remote support tools.




- Strong analytical and customer communication skills.Skill RequirementsService Desk L2 Analyst - Repeat Caller Support (6 Positions) Job Title : Service Desk L2 Analyst - Repeat Caller Support Experience 3+ Years Role Summary Responsible for supporting Service Desk operations with a focus on Repeat Caller process management, incident analysis, technical troubleshooting, and end-user support. The role requires strong technical skills and the ability to identify recurring issues, drive resolution, and improve service quality. Key Responsibilities
- Manage and resolve repeat caller incidents and recurring tickets.
- Perform technical troubleshooting across end-user technologies.
- Conduct root cause analysis for recurring issues.
- Participate in incident trend reviews.
- Stakeholder management with Product teams to collaborate and push for permanent solution on user issues. If recurring issue highlight to problem management team Skills Required
- ITIL-based Service Desk operations.
- Service Now reporting
- Remote support tools.
- Strong analytical and customer communication skills.Other RequirementsService Desk L2 Analyst - Repeat Caller Support (6 Positions) Job Title : Service Desk L2 Analyst - Repeat Caller Support Experience 3+ Years Role Summary Responsible for supporting Service Desk operations with a focus on Repeat Caller process management, incident analysis, technical troubleshooting, and end-user support. The role requires strong technical skills and the ability to identify recurring issues, drive resolution, and improve service quality. Key Responsibilities
- Manage and resolve repeat caller incidents and recurring tickets.
- Perform technical troubleshooting across end-user technologies.
- Conduct root cause analysis for recurring issues.
- Participate in incident trend reviews.
- Stakeholder management with Product teams to collaborate and push for permanent solution on user issues. If recurring issue highlight to problem management team Skills Required
- ITIL-based Service Desk operations.
- Service Now reporting
- Remote support tools.
- Strong analytical and customer communication skills.

📌 Senior Administrator - English, Arabic, Microsoft Windows (Bengaluru)
🏢 HCL
📍 Bengaluru