We are looking for a full-time Service Desk Analyst Tier 2 to provide prompt technical support through various backend platforms while meeting and exceeding client expectations.
This Tier 2 role focuses on resolving issues on the first touch or phone call, with support primarily delivered through remote methods.
Job location: Remote / Serbia
Responsibilities
- Utilize IT Service Management systems, including ConnectWise, ServiceNow, and Jira Service Management, to log, track, and resolve incidents while maintaining accurate documentation and SLA compliance
- Provide clear and professional written and verbal communication to end users, ensuring technical issues and progress updates are communicated effectively
- Troubleshoot and resolve computer-related issues for end users remotely and over the phone
- Proactively monitor tickets to prevent larger issues, with a focus on Priority 1, VIP user tickets, and recurring trends
- Identify and remove viruses, malware, and browser infections
- Manage user accounts through Microsoft Active Directory, Group Policy, Entra ID, and Office 365
- Set up and configure Microsoft Office products and other software applications
- Monitor and resolve issues related to customer backups
- Handle customer issues in an organized manner through a ticketing system while providing regular updates
- Communicate with coworkers to escalate tickets to Tier 3 Technicians when required
- Provide backup support for Tier 1 by assisting with phone calls and ticket management as needed
- Train, mentor, and support Tier 1 Help Desk Technicians
Requirements
- Two years of previous customer service experience
- Relevant IT certifications, such as CompTIA A+, Network+, Microsoft 365, or ITIL, or proof of formal IT training
- Strong verbal and written communication skills with the ability to explain technical information to non-technical users
- Experience using IT Service Management (ITSM) systems such as ConnectWise, ServiceNow, or Jira Service Management
- Ability to quickly solve problems
- Flexibility in a dynamic work environment
- Ability to multitask and complete projects according to scheduled deadlines
- Excellent oral and written communication skills
- Excellent knowledge of English, both written and spoken