Service Desk Analyst - Level 1

About the role

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).

What you'll do

• 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

What you need

• 1–3 yrs of experience
• Active Directory
• Troubleshooting
• Office 365
• Windows
• Networking
• TCP/IP
• Any graduate

Good to have

• Ticketing tools
• ServiceNow
• JIRA
• PowerPoint
• ITIL