remote
Service Desk Analyst - Level 2 - Wallbridge Gilbert Aztec
Software Engineer
Level 2 Service Desk Analyst providing second‑line support for Windows, Active Directory and Office 365 environments, handling incidents and problems via ServiceNow while contributing to IT transformation initiatives.
About the role
Key Responsibilities
- Provide second‑line technical support for Windows desktops, servers, Active Directory, and Office 365 applications.
- Log, triage, and resolve incidents and service requests using ServiceNow, adhering to ITIL processes.
- Investigate and diagnose complex problems, escalating to third‑line teams when necessary.
- Participate in IT transformation projects, contributing knowledge of existing infrastructure and assisting with rollout activities.
- Create and maintain documentation, knowledge‑base articles, and standard operating procedures.
Requirements
- 2+ years of experience in a service desk or technical support role, preferably in a medium‑to‑large enterprise.
- Strong knowledge of Windows operating systems, Active Directory, and Office 365 administration.
- Hands‑on experience with ServiceNow or a comparable ITSM platform and solid understanding of ITIL incident/problem management.
- Excellent communication skills, with the ability to explain technical concepts to non‑technical users.
- Relevant certifications such as ITIL Foundation, Microsoft 365, or similar are a plus.
Skills
itilservicenowactive directorywindows server