Service Desk Analyst L2

WORK EXPERIENCE REQUIRED:
The Level 2 Service Desk support technician ( Senior ) provides support to the Level 1 technicians within his/her team, service as a reference to the members when they have questions or require assistance to support their Client. The senior may also be engaged to diagnose, troubleshoot and resolve incidents or service requests reported by the Client.
GENERAL REQUIREMENTS:
Dynamic communication, leadership and group management skills
Able to work independently and as part of an international team
Good organizational and analytical skills
Stress and priority management skills
Able to manage more than one project at a time and to respect tight deadlines
Autonomous, innovative and resourceful
Quick learner
MANDATORY TECHNICAL REQUIREMENTS: (YEARS OF EXPERIENCE, SKILLS, LEVEL OF EXPERTISE)
Excellent communication skills, both written and oral, in English
3-5 years of experience in a technical contact centre environment
2 years of Service level Management
3 years of Coaching & Performance Management