Job Summary

The Remote Desktop Support (RDS) Level 2 Engineer is responsible for providing second-line technical support for end-user computing environments, including desktops, laptops, virtual desktops, applications, operating systems, and enterprise collaboration tools. The role involves diagnosing and resolving complex incidents and service requests escalated from Level 1 support teams, ensuring timely resolution within agreed service levels. The engineer acts as a technical escalation point, performs root cause analysis, supports incident, problem, and request management processes, and collaborates with Level 3 teams, infrastructure teams, vendors, and business stakeholders to restore services and improve user experience. The role requires strong troubleshooting skills, knowledge of ITIL-based service management practices, and a customer-focused approach to delivering reliable and efficient IT support services.

Key Responsibilities

Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books. • Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings. • Ensure customer service goals are met. • Communicate comfortably and effectively with customers and management • Demonstrable Subject Matter Expert on Service Desk • Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management; • Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management; • Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk, including application of standardized terminology and metrics; • Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies; • Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups; • Experience of implementing or operating a unified Service Desk in a multi-supplier environment; • Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same; • Excellent communication (verbal, written, listening) and influencing skills. • Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users • Route problems to internal I.M. support staff • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution • Administer and provide User Access and Exit controls • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention\'s • Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos • To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices • To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

Skill Requirements

Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books. • Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings. • Ensure customer service goals are met. • Communicate comfortably and effectively with customers and management • Demonstrable Subject Matter Expert on Service Desk • Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management; • Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management; • Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk, including application of standardized terminology and metrics; • Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies; • Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups; • Experience of implementing or operating a unified Service Desk in a multi-supplier environment; • Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same; • Excellent communication (verbal, written, listening) and influencing skills. • Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users • Route problems to internal I.M. support staff • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution • Administer and provide User Access and Exit controls • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention\'s • Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos • To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices • To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.

Other Requirements

Designated above plus: • Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. • Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems. • Projects: perform effectively as project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.