Technical Service Desk Analyst L1

What success looks like in this role: 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. You will be successful in this role if you have: 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