Provides second-tier IT service desk support across applications, hardware, operating systems, mobile devices, printers, and audiovisual equipment. Resolves incidents and service requests, supports users remotely and onsite, maintains accurate ticket records, mitigates service disruptions, and helps meet service-level targets. The role also backs up the first-line service desk and operates within ITIL, ISO/IEC 20000, and SOX-compliant environments.