Service Desk Analyst L2 (ITIL)

About the role

The Service Desk Analyst L2 provides Tier 2 technical support, handling complex incidents across hardware, software, voice communications and network services. The analyst works closely with end‑users and junior support staff to resolve problems quickly and prevent recurrence.

Key responsibilities

• Diagnose and resolve advanced hardware and software issues, including client‑proprietary, COTS and Unisys applications.
• Support voice communication and voicemail systems, as well as network connectivity, printing and remote desktop access.
• Identify root causes, document resolutions and communicate findings to technical and non‑technical users.
• Escalate unusual or highly complex problems to higher‑level teams.
• Assist L1 and L2 support agents with day‑to‑day incident handling and request fulfillment.

Required profile

• Bachelor’s degree or high‑school diploma.
• Minimum 2 years of experience in a similar IT support role.
• ITIL Foundation certification.
• Retail experience is a plus.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Voice communications
• Voicemail system support
• Network connectivity troubleshooting
• Printing services support
• Remote desktop access assistance