Service Desk Analyst – Level 2

Role Purpose
The Service Desk Analyst provides advanced technical support for escalated incidents and service requests across IT and Operational Technology (OT) environments. The role ensures the timely resolution of complex issues in line with ITSM and ITIL best practices, while maintaining high service quality standards. The L2 Analyst acts as a technical escalation point, supports problem management activities, and contributes to continuous service improvement initiatives. This is a six months contract role.
Key Responsibilities
Advanced Incident Resolution
Handle and resolve escalated incidents and service requests requiring in-depth technical analysis across IT and OT environments.
Perform advanced troubleshooting to minimize service disruption and downtime.
Problem Management & Root Cause Analysis
Conduct detailed diagnostics to identify root causes of recurring incidents.
Assist the Problem Management team by documenting known errors and contributing to p...