L2 Service Desk Analyst

Job Overview
Clicktek Consulting is hiring an L2 Service Desk Analyst to provide second-level IT support for end users. This role is designed for individuals who can handle escalated and more complex issues while ensuring tickets are resolved within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

You'll act as an escalation point for L1 support, take ownership of unresolved issues, and help maintain consistent service quality across the support organization.

What You'll Be Doing

• Receive and handle escalated support tickets from the L1 Service Desk
• Log, prioritize, assign, and close escalated tickets in the IT Service Desk system
• Gather complete and accurate information to investigate and resolve complex issues
• Resolve escalated concerns within agreed SLA timelines and performance targets
• Ensure proper ticket prioritization and backlog management to maintain SLA and KPI compliance <...