Service Desk Analyst (Level 1)

Role Summary

The Service Desk Analyst (L1) acts as the initial contact for IT support requests within a managed services context, addressing end-user technical needs involving hardware, software, networking, and collaboration solutions. This role ensures adherence to service level agreements (SLAs) by delivering prompt and effective troubleshooting.

Key Duties

• Deliver frontline technical assistance for devices including desktops, laptops, mobile phones, and peripherals.
• Diagnose and resolve issues related to Windows 10 and 11 operating systems and key enterprise software.
• Manage support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Perform account-related tasks like password resets, multi-factor authentication troubleshooting, and unlocking user accounts.
• Record and manage incidents and service requests utilizing IT Service Management (ITSM) tools.
• Escalate unresolved or advanced issues to higher-level technical teams (L2/L3) while keeping users informed throughout the process.

Skills and Qualifications

• Proficiency in resolving Windows OS issues.
• Administration experience with Microsoft 365 user accounts.
• Fundamental knowledge of Active Directory.
• Understanding of basic networking concepts including DNS, DHCP, and VPNs.
• Familiarity with ITSM systems for logging and tracking support requests.

Personal Attributes

• Excellent communication capabilities.
• A strong customer-centric approach.
• Ability to handle multiple tasks simultaneously.
• Analytical and solution-oriented thinking.

Educational and Experience Requirements

• One to three years of experience in an IT helpdesk environment.
• A diploma or bachelor's degree in Information Technology or related fields is preferred.
• Certifications such as ITIL Foundation or CompTIA A+ are advantageous.