Senior Technical Service Desk Analyst L2

Unisys; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Unisys in Bengaluru, India, is seeking a Senior Technical Service Desk Analyst L2 to provide advanced end-user computing and infrastructure support. You will troubleshoot complex incidents, mentor L1 agents, manage escalations, and ensure timely resolution while maintaining high customer satisfaction.

You will handle Windows 10/11, Microsoft 365, Active Directory, VPN, and enterprise applications, work with cross-functional teams, and contribute to knowledge base articles and process

Qualifications

• Bachelor's degree or equivalent in IT or related field.
• 2-5 years of experience in Service Desk or IT support roles.
• Strong knowledge of Windows 10/11 administration and troubleshooting.

Responsibilities

• Provide second-level technical support for hardware, software, operating systems, and network-related issues.
• Handle escalated incidents from the L1 Service Desk team.
• Troubleshoot and resolve complex issues related to Windows, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Administer user accounts, permissions, and group policies in Active Directory.
• Support Microsoft Teams, Outlook, OneDrive, SharePoint, and Exchange environments.
• Diagnose and resolve desktop, laptop, printer, and mobile device issues.
• Perform root cause analysis and implement preventive measures.
• Create and maintain knowledge base articles and technical documentation.

Skills

Windows administration

Microsoft 365

AD & GPOs

Networking basics

Remote support

Analytical skills

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Jira

Ivanti

SCCM

Intune

MECM

Job description

Job Title: Senior Technical Service Desk Analyst L2

Sr Technical Service Desk Analyst -Level 2

Job Summary

We are seeking a Senior Technical Service Desk L2 to provide advanced technical support for end-user computing, applications, and infrastructure-related issues. The role involves troubleshooting complex incidents, mentoring L1 analysts, managing escalations, and ensuring timely resolution of service requests while maintaining high customer satisfaction.

Key Responsibilities

• Provide second-level technical support for hardware, software, operating systems, and network-related issues.
• Handle escalated incidents from the L1 Service Desk team.
• Troubleshoot and resolve complex issues related to Windows, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Administer user accounts, permissions, and group policies in Active Directory.
• Support Microsoft Teams, Outlook, OneDrive, SharePoint, and Exchange environments.
• Diagnose and resolve desktop, laptop, printer, and mobile device issues.
• Perform root cause analysis and implement preventive measures.
• Work closely with infrastructure, network, security, and application support teams.
• Create and maintain knowledge base articles and technical documentation.
• Monitor ticket queues and ensure SLA compliance.
• Support software deployments, patching, and system upgrades.
• Provide technical guidance and support to L1 analysts.

Required Skills

• Strong knowledge of Windows 10/11 administration and troubleshooting.
• Experience supporting Microsoft 365 applications and services.
• Hands-on experience with Active Directory, Azure AD, Entra ID, and Group Policies.
• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and network troubleshooting.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Ivanti.
• Understanding of endpoint management tools such as SCCM, Intune, or MECM.
• Familiarity with remote support tools and desktop management.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Bachelor's degree
• ITIL Foundation Certification preferred.
• Microsoft Certified: Modern Desktop Administrator or related certifications preferred.
• Experience supporting enterprise environments.

Experience

2-5 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations via phone, email, chat, and ticketing systems.

Working Hours

Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.

Key Competencies

• Advanced Troubleshooting
• Incident and Problem Management
• Customer Service Excellence
• Communication Skills
• Team Collaboration
• Documentation Skills
• Time Management
• Escalation Management
• Rotational / 24x7 support environment (if applicable)

Updated Job title and Job description.