IT Service Desk Analyst L1

Job Title: Service Desk Level 1 (L1) Technician

A Service Desk Level 1 (L1) Technician plays a crucial role in providing technical support and assistance to end-users within an organization

The primary responsibility of an L1 Technician is to resolve basic technical issues and provide timely and effective solutions to ensure minimal disruption to the organization's operations

HOURS WILL VARY SHIFT BASED

Duties And Responsibilities

First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person

Incident Logging: Accurately log and categorize incidents and service requests in a ticketing system, SERVICE NOW, ensuring all relevant information is captured

Issue Triage: Assess and prioritize incidents and service requests based on their impact and urgency, escalating critical issues to higher-level support teams when necessary

Basic Troubleshooting: Provide basic technical support and troubleshooting assistance for common hardware and software issues, including password resets, software installations, and printer problems

Aim to provide FCR (First contact resolution) and SDR (same day resolution while adhering to SLAs

Documentation: Maintain accurate records of incidents, solutions provided, and frequently encountered issues, contributing to a knowledge base for future reference

Write KBAs

Keep virtual stock rooms up to date and make sure assets are properly managed and deployed

User Training: Assist end-users in using various IT tools and applications, offering guidance and basic training when required

Share resources with end user

Remote Support: Offer remote assistance to end-users by using remote desktop tools to troubleshoot and resolve issues

Hardware Support: Diagnose and assist with hardware-related problems, such as connectivity issues, peripheral malfunctions, and hardware replacements

Software Support: Troubleshoot and resolve software-related issues, including application errors, compatibility problems, and license management

Security Awareness: Promote and enforce IT security policies and procedures, educating end-users about best practices to minimize security risks

Communication: Maintain clear and effective communication with end-users, keeping them informed about the status of their incidents and service requests

Must be able to read and write English with proficiency

Team Collaboration: Collaborate with other support teams (L2, L3) and departments to ensure seamless problem resolution and maintain a high level of customer satisfaction

Continuous Improvement: Suggest improvements to existing processes and procedures to enhance the efficiency and effectiveness of the Service Desk

Work hours and days off per local office rules but will report directly to Global Service Desk Manager for responsibilities as defined

Requirements

High school diploma or equivalent; additional technical certifications or relevant coursework is a plus

Strong problem-solving skills and the ability to work under pressure

Excellent communication and customer service skills

Familiarity with common operating systems (e g

, Windows, macOS) and office productivity software

Basic knowledge of networking concepts and hardware components

Ability to adapt to new technologies and learn quickly

ITIL Foundation certification is a plus but not mandatory

Service Now knowledge is a must

Intune basic knowledge

MFA -Some Experience

Azure (Entra ID) Basic Knowledge

PIM (Concept)

Office 365 Exchange, Sharepoint (Some knowledge preferred)

Teams Admin / Teams Phones (Required)

Mimecast and Crowdstrike (optional)