Service Desk Analyst

Position Summary

The Print Service Desk Level 2 Analyst provides operational support for HP's global managed print environment. This role handles incidents, service requests, monitoring alerts, technical troubleshooting, and escalations while ensuring service levels are achieved. The analyst works closely with Level 1 support, Level 3 specialists, HP teams, and third-party vendors.+1

Key Responsibilities

• Manage and resolve incidents and service requests assigned from Level 1 support.
• Perform initial troubleshooting and diagnosis of print-related issues.
• Monitor alerts and respond to service or device issues.
• Escalate complex issues to Level 3 support when necessary.
• Maintain accurate ticket documentation and status updates.
• Support SLA reporting and queue management activities.+1
• Contribute to knowledge articles and continuous service improvements.+1

Required Skills

• ITIL Foundation knowledge.
• ServiceNow or similar ticket management platform experience.+1
• Basic technical troubleshooting and incident management skills.
• Monitoring and alert management experience.
• Familiarity with printer and managed print technologies.+1
• Strong written and verbal communication skills.+1

Preferred Qualifications

• Experience in an enterprise IT Service Desk environment.
• Experience supporting HP print solutions and related applications.
• Ability to work in a global, multilingual support environment.
• 2-4+ years enterprise service desk or managed services experience, with demonstrated proficiency in incident management, ServiceNow ticket administration, print technologies, monitoring tools, and customer-facing technical support.

Languages

• English (required)

Performance Metrics

• Review tickets within 10 minutes.
• Take action on tickets within 20 minutes.
• Meet service level targets (98%+ SLA compliance).
• Ensure tickets are properly documented and escalated when required.