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).