Technical Service Desk Analyst L1

Overview

Provide first-level technical support to end users by handling IT incidents and service requests, covering hardware, software, network and application issues while meeting customer service expectations and 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.
• 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.

What you'll need

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

Nice to have

• Bachelor's degree.
• Microsoft certifications are an added advantage.

Details

• Required to work a total of 45 hours per week; normal office hours are 10 hours per day, inclusive of an unpaid 1 hour break.
• Work schedule is determined as communicated by your manager.
• May be required to work shifts (morning/evening/night) as notified by your manager.