2nd Line IT Service Desk Analyst

As our 2nd Line IT Service Desk Analyst, you will play a key role in delivering exceptional customer service through technical support and assistance to end-users, both remotely and on-site, as required. Your responsibilities will include: - Troubleshooting and resolving hardware, software, and network issues promptly and effectively, aiming to fix 70% of incidents at first contact. - Achieving a customer satisfaction rate of 95% and meeting service level agreements (SLAs) of 98%. - Logging all support interactions and maintaining accurate records of user inquiries, problems, and resolutions in our ticketing system. - Taking ownership of logged incidents, tracking progress, and following up with customers to ensure satisfaction with resolutions. - Escalating complex technical issues to appropriate team members or third-party vendors as necessary. - Adhering to performance targets and processes to ensure high-quality service for both internal and external customers. - Building strong relationships within the service desk team and the broader organization. - Supporting our commitment to quality and information security management (ISO 27001 and ISO 9001 certifications) by consistently following policies and procedures.