
Service Desk Manager
4 days ago
Service Desk Analyst
We're looking for an L1 Service Desk Analyst to be the first point of contact for IT support. You'll handle day-to-day technical issues, log tickets, and make sure users get timely assistance. Complex cases will be escalated to higher-level teams, but you'll own the initial response and troubleshooting.
Key Responsibilities
- Serve as the first line of support for IT issues via phone, email, or chat.
- Provide basic troubleshooting for hardware, software, network, and account-related problems.
- Perform password resets, account unlocks, and software installation requests.
- Accurately log, track, and close incidents and service requests in the ticketing system.
- Escalate unresolved issues to Level 2/3 support teams with clear documentation.
- Maintain knowledge base articles and FAQs to support quick resolution.
- Deliver excellent customer service with clear communication and follow-ups.
Must-Have Qualifications
- 1–2 years of experience in IT support or customer service (fresh grads with IT background may also apply).
- Basic knowledge of Windows, MS Office, email systems, and networking concepts.
- Familiarity with ticketing tools (e.g., ServiceNow, Remedy, JIRA, Zendesk).
- Strong communication and problem-solving skills.
- Ability to work in a shifts/24x7 support environment, if required.
Good-to-Have
- IT certifications (CompTIA A+, ITIL Foundation, Microsoft MCSA, etc.).
- Experience supporting remote users and virtual environments.
- Exposure to Active Directory and enterprise systems.
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