Job Title : Senior IT Service Analyst (2nd Level Support)
Start Date : Asap (flexible for the right candidate)
Contract Duration : 24 months (with potential extension)
On-Call Support : Required
About the Role :
We are looking for a skilled and motivated Senior IT Service Analyst to join our Information Technology Services team. In this role, you will provide high-quality 2nd-level support for internal and external users, ensuring smooth operations across client hardware, virtual meeting tools, and IT service delivery.
Key Responsibilities :
* Provide 2nd-level support for IT incidents and service requests (remote and in-person)
* Troubleshoot and support virtual meetings and multi-functional devices
* Assist users directly via walk-up service counters
* Manage client hardware (installations, staging, repairs, and inventory)
* Perform application software testing and coordinate with external service providers
* Maintain knowledge base articles and follow ITIL best practices
* Support high-level meetings and provide VIP / Senior Management assistance as needed
* Participate in on-call rotation and out-of-hours support
Required Skills & Qualifications :
* Proven experience in IT client hardware support and 2nd-level service operations
* Familiarity with incident management, ITIL standards, and performance monitoring
* Experience with Active Directory and CompTIA A+ certification
* Strong communication skills for end-user and senior stakeholder interaction
* Willingness to work on-call and outside regular hours as required
Nice to Have :
* Experience with ITSM tools (e.g., ServiceNow)
* Certifications in Azure AD, ITIL Foundation, or Microsoft Windows OS
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