Job Title: Technical Service Desk Analyst L1

Job Summary

We are seeking a Technical Service Desk Analyst L1 to provide first-level technical support to end users by handling IT incidents and service requests. This role involves troubleshooting hardware, software, network, and application-related issues while ensuring excellent customer service and adherence to service level agreements (SLAs).

Key Responsibilities

Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
Log, categorize, prioritize, and track incidents and service requests.
Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
Maintain accurate documentation of issues, resolutions, and support activities.
Follow ITIL processes for Incident, Request, and Problem Management.
Ensure timely resolution in accordance with defined SLAs.
Assist users with remote access, VPN, hardware setup, and software installations.

Required Skills:

Knowledge of Windows 10/11 operating systems.
Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
Knowledge of Active Directory and password management.
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Customer-focused attitude.

Preferred Qualifications

Bachelor;s degree
Microsoft certifications are an added advantage.

Experience

1-3 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations Support via phone, email, chat, and ticketing systems.

Working Hours:

Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.

Key Competencies:

Customer Service Orientation
Problem Solving
Communication Skills
Incident Management
Team Collaboration
Attention to Detail
Time Management

Service Desk Analyst

Job Description

No Referrers Available