About this role
The team is seeking a Technical Service Desk Analyst Level 1 to provide first-level technical support to end users by handling IT incidents and service requests. This role is crucial in ensuring excellent customer service and adherence to service level agreements (SLAs).
Key Responsibilities:
- Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
- Troubleshoot hardware, software, network, and application-related issues.
- Document and track incidents and service requests in the ticketing system.
- Escalate unresolved issues to higher-level support teams as necessary.
- Provide timely updates to users regarding the status of their requests.
- Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction.
Required Skills & Qualifications:
- Experience in a technical support role, preferably in a service desk environment.
- Strong understanding of IT concepts, including hardware and software troubleshooting.
- Excellent communication and customer service skills.
- Ability to work effectively in a fast-paced environment.
- Familiarity with ticketing systems and remote support tools.
Experience:
- 1-3 years in a technical support or service desk role.
What we offer:
- Opportunity to work in a dynamic and supportive team environment.
- Continuous learning and professional development opportunities.
- A chance to contribute to improving IT support services.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.