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. 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

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