Sr Administrator (Support & Operations)

Job description

The Service Desk L2 Analyst serves as the second line of support for end-user IT incidents and service requests, providing advanced troubleshooting, technical resolution, and escalation management for issues beyond Level 1 capability. The role is responsible for ensuring high service quality, SLA compliance, customer satisfaction, and operational excellence while adhering to ITIL best practices. The analyst acts as a technical SME for Service Desk operations and supports continuous service improvement initiatives. Key Responsibilities Key Responsibilities Incident & Request Management • Resolve complex incidents and service requests escalated from L1 support teams. • Perform advanced troubleshooting for hardware, software, operating systems, and enterprise applications. • Ensure incidents are prioritized, categorized, and resolved within agreed SLAs. • Provide timely updates to users, stakeholders, and management during major incidents. • Drive resolution of recurring issues through root cause analysis and corrective actions. End User Support • Provide support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and collaboration tools. • Troubleshoot Active Directory, Azure AD, MFA, password management, and access-related issues. • Support remote connectivity technologies including VPN, Citrix, VDI, and Remote Desktop Services. • Handle software installations, configurations, upgrades, and patch-related issues. • Support mobile devices and enterprise productivity applications. IT Service Management • Adhere to ITIL processes including Incident, Request, Problem, Change, and Major Incident Management. • Participate in major incident bridge calls and support restoration activities. • Create knowledge articles, SOPs, and troubleshooting guides. • Maintain accurate ticket documentation and audit compliance. • Identify automation opportunities and process improvement initiatives. • Technical Escalation & Coordination • Act as the escalation point between L1 Service Desk and resolver groups. • Coordinate with Infrastructure, Security, Application Support, Networking, and Vendor teams. • Ensure proper handoff and follow-up of escalated tickets. • Participate in shift handovers and operational reviews. Customer Experience • Deliver high-quality customer support with strong ownership and accountability. • Manage VIP and Executive user escalations when required. • Maintain positive customer satisfaction and service quality metrics. • Communicate technical information effectively to both technical and non-technical users. Skill Requirements Required Technical Skills • Windows 10/11 Administration • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) • Active Directory & Azure AD • Exchange Online Administration • MFA & Identity Management • VPN & Remote Access Technologies • Citrix / VDI Support • ServiceNow or Equivalent ITSM Platforms • Remote Support Tools • Basic PowerShell Knowledge Other Requirements Job Description Role: Service Desk Analyst – Level 2 (SD L2) Job Summary The Service Desk L2 Analyst serves as the second line of support for end-user IT incidents and service requests, providing advanced troubleshooting, technical resolution, and escalation management for issues beyond Level 1 capability. The role is responsible for ensuring high service quality, SLA compliance, customer satisfaction, and operational excellence while adhering to ITIL best practices. The analyst acts as a technical SME for Service Desk operations and supports continuous service improvement initiatives. Key Responsibilities Incident & Request Management • Resolve complex incidents and service requests escalated from L1 support teams. • Perform advanced troubleshooting for hardware, software, operating systems, and enterprise applications. • Ensure incidents are prioritized, categorized, and resolved within agreed SLAs. • Provide timely updates to users, stakeholders, and management during major incidents. • Drive resolution of recurring issues through root cause analysis and corrective actions. End User Support • Provide support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and collaboration tools. • Troubleshoot Active Directory, Azure AD, MFA, password management, and access-related issues. • Support remote connectivity technologies including VPN, Citrix, VDI, and Remote Desktop Services. • Handle software installations, configurations, upgrades, and patch-related issues. • Support mobile devices and enterprise productivity applications. IT Service Management • Adhere to ITIL processes including Incident, Request, Problem, Change, and Major Incident Management. • Participate in major incident bridge calls and support restoration activities. • Create knowledge articles, SOPs, and troubleshooting guides. • Maintain accurate ticket documentation and audit compliance. • Identify automation opportunities and process improvement initiatives. • Technical Escalation & Coordination • Act as the escalation point between L1 Service Desk and resolver groups. • Coordinate with Infrastructure, Security, Application Support, Networking, and Vendor teams. • Ensure proper handoff and follow-up of escalated tickets. • Participate in shift handovers and operational reviews. Customer Experience • Deliver high-quality customer support with strong ownership and accountability. • Manage VIP and Executive user escalations when required. • Maintain positive customer satisfaction and service quality metrics. • Communicate technical information effectively to both technical and non-technical users. ________________________________________ Required Technical Skills • Windows 10/11 Administration • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) • Active Directory & Azure AD • Exchange Online Administration • MFA & Identity Management • VPN & Remote Access Technologies • Citrix / VDI Support • ServiceNow or Equivalent ITSM Platforms • Remote Support Tools • Basic PowerShell Knowledge ________________________________________ Qualifications • Bachelor\'s Degree in Computer Science, Information Technology, or related field. • 3 to 5 years of experience in Service Desk, End User Computing, or Technical Support environments. • ITIL Foundation Certification preferred. • Microsoft Certifications (M365, Azure Fundamentals) are desirable. ________________________________________ Key Competencies • Strong troubleshooting and analytical skills. • Excellent verbal and written communication. • Customer-centric approach. • Ability to handle multiple critical issues simultaneously. • Strong stakeholder management and coordination skills. • Ability to work in a 24x7 global support environment. ________________________________________ Preferred Experience • Enterprise Service Desk Operations. • Global Support Environment. • Major Incident Management Exposure. • Knowledge Management and Shift Lead Activities. • ServiceNow Reporting and Dashboard Usage. • Automation and Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new