SERVICE DESK-SERVICE DESK

Incident & Request Management

• Act as the first point of escalation for L1 analysts and take ownership of aged or complex incidents to drive faster resolution.

• Handle and resolve technically advanced incidents and service requests, ensuring minimal business impact.

• Escalate incidents or service requests to Leads or SME teams when required permissions or expertise is lacking.

• Apply a solid understanding of the customer's business needs to ensure effective incident triaging and prioritization.

Required L2 Soft Skills

• Strong interpersonal and communication skills with the ability to mentor, guide, and collaborate with colleagues across all levels.

• Ability to work independently with minimal supervision while handling multiple priorities.

• Proven capability to lead and guide the L1 team both technically and process-wise.

• High learning agility and the ability to adapt quickly to new technologies and evolving customer environments.

• Microsoft 365 / Office 365 Certifications (e.g., MS-900, MS-203, MS-700, MS-720).

• Microsoft Exchange Certifications.

• ITIL Foundation Certification (preferred).