Service Help Desk- Tier 2
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Job Summary
Responsibilities
- Handle complex and escalated incidents and service requests from Tier 1.
- Perform advanced troubleshooting root-cause analysis and identify workarounds or permanent solutions.
- Coordinate with internal IT teams technical support teams and vendors for high-impact issues.
- Validate escalated tickets and ensure accurate documentation before closure.
- Provide technical guidance coaching and knowledge transfer to Tier 1 teams.
- Maintain knowledge-base articles known errors and resolution procedures.
- Monitor incident trends SLA performance backlog and recurring issues.
- Participate in problem management major incident reviews and continuous service improvement.
Requirements
- 510 years of experience in Service Desk IT Support or a related technical support role.
- Strong experience in incident escalation and service request management.
- Good knowledge of ITIL processes SLA management and ticketing systems.
- Strong troubleshooting and root-cause analysis skills.
- Experience coordinating with multiple IT teams and external vendors.
- Ability to prepare incident reports service reports and performance summaries.
- Strong communication problem-solving and customer-service skills.
- Experience mentoring or supporting Tier 1 Service Desk teams is preferred.
- Long Term Project
Required Skills:
Requirements 510 years of experience in Service Desk IT Support or a related technical support role. Strong experience in incident escalation and service request management. Good knowledge of ITIL processes SLA management and ticketing systems. Strong troubleshooting and root-cause analysis skills. Experience coordinating with multiple IT teams and external vendors. Ability to prepare incident reports service reports and performance summaries. Strong communication problem-solving and customer-service skills. Experience mentoring or supporting Tier 1 Service Desk teams is preferred.
About Company
601 employees
Being an active member of the United Nations Global Compact since March 2013, Madre Integrated Engineering w.l.l supports the principles of the Global Compact with respect to human rights, labor, environment, and anti-corruption.
