Service SupportAnalyst
Pubblicato il 04-10-2026 - Ball in Italia
Service Support L2 Analyst
Descrizione Lavoro - Service Support L2 Analyst
At Ball, integrity and trust are the foundation of who we are. Guided by our core values - "We Care. We Work. We Win." - we create a culture where every voice matters and every idea drives progress.
Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe
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.
Key responsibilities include:
- Provide Level 2 IT support in a large corporate environment (15k+ users), handling escalated incidents and requests.
- Troubleshoot and resolve complex technical issues across applications, devices, and network-related topics.
- Act as an escalation point and support for Level 1, including knowledge sharing and guidance.
- Manage and prioritize tickets, ensuring clear documentation, communication, and timely resolution.
- Collaborate with regional and global IT teams to resolve cross-functional issues.
- Contribute to problem management, root cause analysis, and service improvements.
- Create and maintain knowledge base articles to improve resolution quality and speed.
- Deliver professional, timely, and customer-focused support.
What we’re looking for:
- Education or work experience in IT (3+ years in Service Desk / End User Support, including Level 2 responsibilities).
- Good understanding of ITIL processes (ITIL certification prefe