Service Desk Analyst L2

Job Summary

The Level II Support Specialist / Subject Matter Expert (SME) is responsible for handling high-complexity incidents and extended requests while delivering exceptional customer service. This role addresses complex and unusual scenarios on a daily basis, requiring a strong understanding of documented procedures, advanced technical expertise, and solid investigative and analytical skills.

The Specialist serves as a technical reference for the team, supporting the resolution of critical and urgent incidents, and collaborating closely with Subject Matter Expert (SME) and team leads to ensure timely and effective outcomes. In addition to hands-on support, the role contributes to continuous process improvement by documenting new procedures, updating existing documentation, and strengthening problem-solving capabilities across the team.

This position also oversees the administration of access roles and policies, including the management of Privil...