Administrator (Support & Operations)

About the role

The Service Desk Analyst L2 is responsible for providing advanced technical support and operational assistance for end-user computing, retail store technologies, Point-of-Sale (POS) systems, payment applications, and enterprise IT services.

What you'll do

• Service Desk & Incident Management Provide Level 2 technical support for incidents, service requests, and major incident resolution activities
• Act as an escalation point for unresolved issues from Level 1 support teams
• Perform detailed troubleshooting and diagnosis of application, infrastructure, endpoint, and network-related issues
• Manage incidents throughout their lifecycle and ensure timely resolution in accordance with defined SLAs
• Conduct root cause analysis and contribute to problem management activities to eliminate recurring issues

What you need

• 3–5 yrs of experience
• Troubleshooting
• ITIL
• ServiceNow
• POS
• Active Directory
• Windows
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Office 365
• Intune
• SOP writing
• Root cause analysis
• Bug tracking
• iOS