Service Desk Analyst L2

Job Summary This role is a key part of our end-user support function and is focused on delivering high-quality, customer-centric IT support to employees across multiple regions. The Senior Service Desk Analyst serves as a key frontline support professional providing advanced technical support and mentorship within a fast-paced environment. This role requires strong technical expertise, excellent customer service skills, flexibility to work multiple shifts, and the ability to support a diverse, multilingual user base across global time zones.

You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction. The role operates in a metric-driven environment, where performance is measured against defined KPIs such as SLA compliance, first-contact resolution, ticket quality, and user satisfaction scores.

The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high-quality documentation.

Responsibilities

Provide Tier 1 technical support for end users across a 24/7/365 service desk operation

Work morning, evening and weekend shifts based on work schedules

Act as a mentor to junior Service Desk Analysts, providing guidance, knowledge sharing, and follow industry best practices

Diagnose, troubleshoot, and resolve hardware, software, and application issues on both Apple macOS and Microsoft Windows platforms

Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs

Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service capabilities

Support VPN connectivity, remote access solutions

Utilize remote support tools to resolve end user issues

Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices

Deliver a high level of customer service while identifying opportunities for process improvement and service optimization

Collaborate with other members of the GTech team to resolve complex issues in a timely fashion

Adapt quickly to new technologies (i.e. AI, automation tools), and processes in an expanding organization

Skills And Experience

Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement.

A high school degree is a prerequisite for this position.

ITIL Foundation certification or practical ITIL knowledge

3 - 5 years of technical support experience with a strong understanding of IT support best practices and frameworks, such as ITIL (Information Technology Infrastructure Library).

Hands-on experience with:

Windows OS and Apple macOS

Microsoft 365 applications

Active Directory (basic user administration)

ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar)

Apple IOS and Android device troubleshooting

Networking concepts (VPN, DNS, LAN/WAN)

Endpoint security fundamentals

Strong customer service orientation and problem-solving skills

Ability to work under pressure and manage multiple tasks

Willingness to learn and develop in a fast-paced IT environment

Work well within a geographically dispersed team

Nice to have:

Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience.

Experience in a shift-based or global support environment

#J-18808-Ljbffr