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