Service Support L2 Analyst

Purpose Of The JobThe Service Desk Level 2 role provides advanced technical support for escalated end user incidents and service requests.This position serves as a key escalation point within the Service Desk and works closely with Level 1, Level 3, and other IT teams to ensure timely and effective resolution of more complex issues.The role supports a global 24x7 environment and contributes to the continuous improvement of IT services, processes, and knowledge under the global support model.Key ResponsibilitiesProvide Level 2 IT support in a large corporate environment (15k+ users), handling escalated incidents and requests.Troubleshoot and resolve complex technical issues across applications, devices, and network-related topics.Act as an escalation point and support for Level 1, including knowledge sharing and guidance.Manage and prioritize tickets, ensuring clear documentation, communication, and timely resolution.Collaborate with regional and global IT teams to resolve cross-func...