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**Purpose of the job:**

The Service Desk Level 2 role provides advanced technical support for escalated end user incidents and service requests. This position serves as a key escalation point within the Service Desk and works closely with Level 1, Level 3, and other IT teams to ensure timely and effective resolution of more complex issues. The role supports a global 24x7 environment and contributes to the continuous improvement of IT services, processes, and knowledge under the global support model.
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