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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 10/1
American multinational technology, cloud application and infrastructure services and consulting corporation
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