Administrator L2 – Service Desk

About the role

The L2 Administrator will support the Service Desk by triaging priority incidents, handling software and hardware service requests, and ensuring SLA compliance. The role focuses on accurate documentation, timely escalation, and smooth execution of change requests.

Key responsibilities

• Perform initial triage for priority (P3) incident tickets, document actions, and follow defined SLA and escalation procedures.
• Track and assist in the resolution of software, hardware, and network service requests, ensuring they are logged and completed within established timelines.
• Monitor SLA timelines for the entire lifecycle of priority tickets and raise alerts for potential breaches.
• Assist in creating and executing change requests related to incident resolution.

Required profile

• 1‑3 years of experience in a service desk or incident management environment.
• Familiarity with SLA monitoring and escalation processes.
• Ability to document incidents clearly and follow defined procedures.

Required skills

• TIS Service Desk

What we offer

• Opportunity to work within a global digital transformation leader.
• Career growth in a dynamic, purpose‑driven environment.