2nd Line Service Desk Analyst

We are seeking an experienced 2nd Line Service Desk Analyst to provide high-quality technical support, troubleshooting, and incident management. The ideal candidate will have a solid background in resolving IT issues, with experience in process management, ticket escalation, and working in cloud environments (Azure). In this role, you will handle complex technical issues escalated from the 1st line support team and work closely with senior engineers, ensuring timely resolution and customer satisfaction.

Responsibilities

• Provide 2nd line technical support for issues related to hardware, software, networking, and cloud services.
• Troubleshoot and resolve complex technical problems, escalating issues to the 3rd line support or specialized teams as necessary.
• Manage incidents, ensuring they are logged, categorized, and prioritized within the service desk system, following ITIL or similar processes.
• Perform root cause analysis for recurring issues and work with the team to implement permanent solutions.
• Diagnose and resolve cloud-related incidents, including connectivity issues, application downtime, and configuration errors.
• Respond to escalated tickets from 1st line support in a timely and efficient manner, ensuring SLAs (Service Level Agreements) are met.
• Provide clear and concise communication to end-users throughout the lifecycle of their support requests.
• Assist users with cloud-based applications, troubleshooting issues with platforms such as Office 365, Azure, AWS, or other cloud services.
• Provide guidance and assistance on network configurations, VPN, firewalls, and remote access solutions.
• Manage incident processes, ensuring proper documentation, communication, and resolution tracking.
• Follow established incident, problem, and change management processes, contributing to continuous improvement in service delivery.
• Work closely with the 3rd line and infrastructure teams to ensure any recurring or critical issues are escalated, documented, and resolved efficiently.
• Participate in post-incident reviews and ensure that all fixes and workarounds are captured in the knowledge base for future reference.
• Provide technical support for cloud environments (e.g., Azure, AWS, Google Cloud), assisting users with account setups, configurations, and application access.
• Assist in managing and troubleshooting issues related to cloud services, including identity and access management (IAM), storage, and performance.
• Help resolve issues related to SaaS platforms, ensuring users have access to the necessary cloud-based tools and resources.
• Contribute to cloud migrations, assisting with technical queries and resolving any post-migration issues.
• Create and maintain documentation related to common issues, troubleshooting steps, and resolutions in the knowledge base.
• Suggest improvements to service desk processes and workflows, enhancing efficiency and reducing incident resolution times.
• Work with the IT team to develop standard operating procedures (SOPs) for handling specific technical issues and cloud services support.
• Provide mentoring and guidance to 1st line service desk colleagues, assisting them in improving their technical skills and problem-solving abilities.
• Collaborate with other IT teams, such as networking, cloud engineering, and application support, to ensure coordinated efforts in solving user issues.
• Participate in team meetings and knowledge-sharing sessions to stay updated on the latest technologies, tools, and methodologies.

Additional Details

START DATE: ASAP

DURATION: Long term

CONTRACT: Freelance

LOCATION: West Flanders

ONSITE POLICY: 5 days a week

HOURS PER WEEK: 40

LANGUAGES: French and English

INTERVIEW PROCESS: Multiple stages

If you are interested or know anyone who could be a good fit please send your CV to matthew.pring@vividresourcing.com or call +32 (0) 331 882 88