Role: System Admin L2 Helpdesk (24x7 Voice Support)

Location: Offshore

Shift: 24x7 Rotational (including weekends and holidays)

Reporting To: Xceedance Service Desk Manager/ Client Service Desk Manager

Role Summary

L2 EUC / Service Desk Analyst providing advanced end-user computing and service desk support across Windows, VDI, VPN/remote access, collaboration tools, and selected applications. Acts as the primary contact point for End User, handling complex incidents, performing deeper diagnostics, supporting monitoring-based incident response, and coordinating with Support Group/Engineering teams. Ensures high-quality documentation, stable operations, and effective handovers for after-hours incidents.

Key Responsibilities

Advanced EUC & Service Desk Support (L2)

- Manage the service desk ticket queue during assigned shifts, ensuring timely response, and proper ticket routing.
- Handle escalations related to:

a) Complex multi-system user access issues (roles, groups, permissions across different platforms). b) Persistent VPN/remote access issues requiring client-side and basic network analysis (routing, DNS, latency).

c) VDI-related problems including performance, latency, session disconnects, profile issues, and resource constraints.

d) Advanced MS Teams, O365, and collaboration tool incidents (including Teams Phone / telephony in VDI environments).

- Perform structured diagnostics at user/device level:

a) Review local and application logs, collect traces, and use troubleshooting utilities. b) Validate configuration, client settings, and policies impacting EUC/VDI/remote access.

Monitoring & Incident Response (PRTG & Other Tools)

- Interpret PRTG alerts at a more technical level (trend analysis, service relationships, impact assessment).
- Validate alerts (check associated services, systems, dependencies) to reduce false positives.
- Correlate multiple alerts/tickets to identify potential underlying issues (problem indicators).
- Create and manage incidents in the ticketing system with appropriate severity/priority and technical details.
- Escalate confirmed infrastructure/application issues to Support Groups following the escalation matrix.

Incident Management & Escalation Coordination

- Own L3 incidents end-to-end,



including communication, technical analysis, and coordination with other Support Groups
- Participate in the formal on-call process:

a) Engage on-call incident managers/engineers for high-severity events. b) Provide structured incident summaries (timeline, scope, impact, diagnostics performed).
- Support after-hours incident bridges (where required), documenting actions and decisions in real time.
- Ensure proper post-incident documentation and handover to day teams, including follow-up actions.

Ticket Management & Documentation (ManageEngine Service Desk)

- Ensure high-quality technical documentation in tickets:

a) Root cause (if known), workaround, permanent fix. b) Technical steps performed, commands/utilities used, logs analyzed.
- Maintain accurate categorization and assignment in service desk queues (EUC/infrastructure/application).
- Drive closure of tickets with validation from users or stakeholders as per SOP.

Change, Deployment & Weekend Activity Support (L2 Scope)

- During patching windows and code deployments:

a. Monitor systems and user experience for anomalies. b. Log deployment-related incidents and perform advanced EUC-side triage.

c. Escalate issues to L3/engineering with relevant context (deployment schedule, impacted services).

- Use quieter periods for backlog reduction, knowledgebase updates, and SOP improvements.

Process, ITSM & Continuous Improvement

- Contribute to refinement of incident, request, and problem workflows for EUC/infrastructure within the ITSM tool.
- Maintain and improve ticket categorization, priority schemes, and templates to maintain efficiency.
- Proactively identify recurring incidents suitable for problem records, knowledge articles, and SOP updates.
- Provide input to service reporting and trend analysis (recurring EUC issues, VDI/remote access patterns, incident reduction opportunities).





Knowledge Management & Collaboration

- Create and update L2-level runbooks and knowledge base articles for common and moderately complex scenarios.
- Maintain documentation on standard EUC configurations, typical failure modes, and recovery procedures.

Required Skills & Experience

- Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.
- 3–5 years in IT service desk / EUC support with progressive responsibility, including significant L2 exposure.
- Strong technical capabilities O365, VDI, Network Troubleshooting, VM Ware etc:
- Experience working with:

a) ITSM tools (preferably ManageEngine ServiceDesk or similar). b) Monitoring solutions (PRTG or equivalent) for alert triage and incident response.
- Positive understanding of ITIL-based incident and problem management processes.
- Strong analytical and documentation skills; able to clearly summarize complex incidents for technical and non-technical stakeholders.
- Effective English communication skills for collaboration with US-based stakeholders and participation in incident calls.

Miscellaneous: Support for ITSM & Data Entry Processes

- Client assigned Ad-hoc tasks (SOP Driven) for managing other Non-Helpdesk Support related work. Example- PO Processing and forms Data Entry. (This is secondary and very minimal volume).

Key Competencies:

- Strong analytical and troubleshooting skills
- Excellent communication skills (verbal and written English)
- Proactive approach to identifying service/support gaps and driving continuous improvement

Work/ Roster Requirement:

- Willingness to work in UK / US aligned shifts based on project requirements.
- Participation in on-call support and major incident response activities.
- Ability to operate in a fast-paced IT services environment.

Behavioural Competencies:

- High ownership for incident resolution and user experience.
- Structured thinking and strong diagnostic discipline.
- Comfortable working in 24x7 rotational shifts and under time-sensitive conditions.
- Collaborative mindset, able to work closely with Support Team and client service management.

Preferred Certifications

- ITIL v3/v4/v5

📌 Service Desk Specialist- Immediate Joiners (Gurugram)
🏢 XCEEDANCE
📍 Gurugram