2nd Line Service Desk Analyst – IT Operations

About the role

As a 2nd Line Service Desk Analyst you will join Rank Interactive’s offshore IT Operations team in Mauritius. You will provide high‑quality technical support to corporate employees worldwide, handling escalated incidents and ensuring swift resolution.

Key responsibilities

• Act as the second point of contact for IT incidents, meeting first‑contact resolution SLA.
• Diagnose and resolve hardware, software and network issues on Windows PCs, laptops and mobile devices (iOS, Android).
• Install standard business software and configure devices.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate complex cases to 3rd‑line support or Retail On‑site Engineers as needed.
• Assist 1st line desk during high‑priority incidents and share technical knowledge.

Required profile

• Previous experience in a structured service‑desk environment, preferably at 2nd line level.
• Strong analytical skills with the ability to identify root causes.
• Excellent communication skills for phone and video support.
• Ability to prioritize workload and manage multiple tickets efficiently.

Required skills

• Windows operating system support
• iOS and Android mobile device support
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• Ticketing system usage