L1 Help Desk Analyst

4 weeks ago

Quezon City, Philippines ECLARO Full time

Overview

Role: L1 Help Desk Analyst

Position Summary: The Level 1 Help Desk Analyst provides first-line technical support to internal employees, resolving basic hardware and software issues. This role is essential in ensuring smooth day-to-day IT operations and maintaining high level of user satisfaction.

Key Responsibilities
  • Respond to help desk tickets, emails, and calls in a timely and professional manner.
  • Troubleshoot and resolve issues related to hardware and software: desktops, laptops, monitors, docking stations, keyboards, mice, Windows 11, Microsoft Office Suite, Outlook, Microsoft 365 apps, and common web browsers.
  • Assist with user account setup, password resets, and access permissions.
  • Document issues and resolutions in the ticketing system.
  • Escalate unresolved issues to Level 2 or appropriate teams.
  • Provide basic guidance and training to users on common IT tasks.
  • Support onboarding/offboarding processes from a technical standpoint.
  • Maintain inventory of IT equipment and accessories.
  • Build and configure desktops and laptops for new employees or replacements for existing employees.
Required Skills & Qualifications
  • 6 months to 1 year experience in the field is required.
  • Basic understanding of Active Directory, Azure AD/Microsoft Entra ID.
  • Basic understanding of computer hardware and software troubleshooting.
  • Familiarity with Windows 11 and Microsoft 365 applications.
  • Strong communication and customer service skills.
  • Ability to follow documented procedures and escalate when necessary.
  • Experience with ticketing systems (e.g., Service Desk, ServiceNow, Jira, Zendesk) is a plus.
  • Relevant Certification or equivalent is preferred but not required.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Staffing and Recruiting
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