Gautam Buddha Nagar, Uttar Pradesh
Job Summary
Service Desk Language Specialist Role code: SD Language L2 | Level 2 | Service Desk Services – Remote Desktop Service Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) 24x7 (Level 2 Remote Desktop Service, all Sites) Delivery centre Per language cohort — see Role Notes Languages BMC Helix ITSM · Remote support · Intelligent Swarming ROLE PURPOSE Scope ref. Local language during 8h Site opening hours; English outside Annex 2 §4.4 · Attachment 2-A Scope Elevated remote resolution capability for the language cohort. Handles Level 2 Incidents requiring further analysis, maximises remote resolution before any transfer to Third Parties, and feeds resolved knowledge back into Level 1 to widen the shift-left footprint.
Key Responsibilities
KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Perform Level 2 resolution — Incidents requiring further analysis beyond scripted L1 procedures — within the scope set by Attachment 2-A (§4.4.1). • Deliver elevated Remote Desktop Support with deep-dive diagnostics; leverage Intelligent Swarming to bring L2/L3 technology experts into the resolution session rather than transferring the ticket. • Accept warm, contextual escalations from Level 1 and from the chatbot with full conversation context, avoiding re-qualification effort for the User. • Reduce transfers to Third Parties and internal support groups; where transfer is unavoidable, ensure the L1/L2 checklist and Handover Package are complete (CSL-14, CSL-18). • Author and maintain Knowledge Base articles, scripts and decision trees that migrate resolutions from L2 down to L1 under the Shift-Left model (§4.4.2, §3.8). • Support NOC-triggered Incidents requiring technical validation, and coordinate with onsite groups and OSS teams where primary checks are needed (§4.4.3). • Act as technical escalation point and coach for the Level 1 agents in the language cohort; participate in daily ticket analysis to identify L1 resolution candidates. • Supply recurring and critical Incident analysis into Problem Management, and improvement actions into the Continuous Improvement Plan (§3.9, §3.11). CONTRACTUAL INDICATORS CARRIED BY THE ROLE REF INDICATOR
Skill Requirements
SKILLS & EXPERIENCE ESSENTIAL • 3–6 years in remote desktop support or L2 end-user computing support. DESIRABLE > 80% • ITIL 4 Foundation; Microsoft 365 / Modern Desktop certification. • Native or C1 proficiency in the assigned language plus professional English. • Deep troubleshooting across Windows 10/11, macOS and mobile, Microsoft 365, Entra ID, Intune, Defender, VPN, printing and SmartHost. • Remote-control tooling and log/registry-level diagnostics; scripting literacy (PowerShell). • ITIL Incident, Problem and Knowledge practices in a multi-vendor environment. ROLE NOTES • Experience of swarming or expert-collective operating models. • Application L1/L2 support exposure under a Shift-Left / AMS model. • Knowledge article authoring experience. Level 2 resolution operates 24x7. Local-language coverage applies during eight hours of Site opening hours; outside that window the service is delivered in English. Delivery centres per Attachment 2-D §2.5.4: English – India; French/German – Morocco; Spanish, Portuguese, Italian – Poland; Mandarin – Malaysia; Brazilian Portuguese, LATAM Spanish – Brazil
Other Requirements
Other Requirement : SD_Language_L2; English Only
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