XTN-EAE1515 | L2 IT HELPDESK

About this role

The Level 2 IT Helpdesk Technician handles escalated IT tickets that have exceeded L1
thresholds or been triaged directly to L2 based on complexity. This is a desk-based,
remote role — working from a home office environment with the connectivity and
setup required to perform effectively across the GBS helpdesk systems, tools, and
communication channels.
L2 handles more complex issues that require deeper technical expertise and
investigation beyond L1 capabilities. The role spans the full helpdesk spectrum—
resolving L2 tickets, collaborating with L3 on escalations, and supporting L1 when
needed. Success in this role comes from adaptability, clear communication, and
maintaining accurate, well-documented records.

Health Insurance/HMO

Enjoy unlimited MadMax Coffee

Diverse learning & growth opportunities

Accessible Cloud HR platform (Sprout)

Above standard leaves

L2 Helpdesk

Pick up and progress L2 tickets in order of priority and urgency, know what's due,
what's at risk, and what needs to move.

Work tickets through to resolution within the L2 time threshold. When a ticket is
approaching its limit without a clear path forward, review what has been done, discuss the situation and best next steps directly with the L3 tech, and then escalate with full documentation, what was attempted, what was ruled out, and the outcome of the L3 discussion.

Communicate with clients in plain language , no jargon, no over-explaining. Ask clear questions to get accurate information, and keep clients informed of progress without needing to be chased.

Follow GBS standard that all tickets carry appropriate notes regardless of how long theissue takes to resolve — for the client's understanding, for billing accuracy, and for thenext person who picks it up.

Working Across Tiers

Operates across L1–L3 support tiers, adjusting based on team and client needs.

Prioritizes L2 responsibilities, ensuring timely handling of complex tickets.

Supports L1 to maintain service quality and ticket throughput when capacity allows.

Collaborates with L3 on escalations, actively engaging to build technical expertise.

Applies learnings from escalations to improve troubleshooting and resolution capability.

Maintains clear communication and consistent service standards across all levels.

KPI Performance

Logs a minimum of 90% of working hours against tickets, tasks, or internal work
categories to ensure accurate time tracking.

Maintains at least 70% billable utilization, focusing on client-facing, revenue-generating activities.

Drives ticket progression and closure, contributing to a healthy queue and avoiding
backlog accumulation.

Monitors and aligns with team KPIs, consistently meeting performance targets.

Adapts to evolving KPI requirements while maintaining accountability for performance and output.

Daily Rhythm & Communication

Attends daily morning huddles on time, prepared with a clear, outcome-focused plan covering key tickets, client commitments, and priorities.

Maintains consistent, proactive communication with the Team Leader and wider team to ensure alignment and responsiveness.

Ensures end-of-day readiness by accurately logging time, updating ticket notes, and keeping the queue organized with a clear plan for the next day.

Maintains full visibility of workload, ticket status, logged time, and availability
throughout the working day.

Operates with accountability and transparency to ensure smooth handover and
continuity of work across the team.

L1 Support

Provides informal technical guidance to L1 technicians by assisting with
troubleshooting, process direction, and escalation decisions when needed.

Supports the effectiveness of the tiered support model without direct supervisory
responsibility.

Identifies recurring L1 escalation patterns, including knowledge gaps and repeated
ticket types, and escalates insights to the Team Leader.

Contributes to continuous improvement by ensuring recurring issues are surfaced,
analyzed, and addressed at the appropriate level with clear ownership.

Autonomous Workload Management

Operates with a high degree of autonomy, managing own workload, scheduling tasks, and coordinating directly with clients.

Maintains an accurate and up-to-date calendar reflecting all commitments and
scheduled activities.

Manages email communications proactively, ensuring timely responses to clients and internal stakeholders even during peak workloads.

Ensures all tickets, notes, and client communications are clearly documented, with
visible status and defined next steps.

Maintains a fully organized and self-managed workflow, enabling seamless continuity of work by any team member at any time.

Takes full ownership of task visibility and prioritization, ensuring nothing remains
unattended without clear documentation or action plan.

Documentation & Knowledge Base

Identifies gaps in existing documentation when a ticket reveals an undocumented fix and raises it at the L10 meeting.

Collaborates in L10 discussions to confirm documentation requirements and assigns ownership for article creation.

Creates knowledge base articles in accordance with GBS SOPs following L10 approval.

Ensures all documentation is formatted to the GBS standard IT Glue structure and
seeks clarification when required.

Writes clear, user-focused documentation that provides sufficient detail for others to follow and apply the solution.

Submits documentation for review and approval by the IT Manager prior to publication.

Process Compliance & Service Standards

Adheres to the GBS helpdesk framework by ensuring tickets are handled at the correct tier, escalated appropriately, and for valid technical reasons.

Aligns with internal GBS resolution benchmarks and consistently works to meet defined service standards.

Documents each ticket comprehensively, capturing the client issue, investigation steps, findings, and resolution.

Maintains clear, structured ticket narratives to ensure full visibility and continuity of…