Service Desk Analyst L1

The Service Desk Analyst (L1) serves as the first point of contact for users, providing first-level technical support and exceptional customer service through phone, chat, and email. The role involves managing and documenting incidents and service requests, troubleshooting basic hardware, software, network, and application issues, and escalating complex cases to higher-level support teams when required. The ideal candidate has at least one year of experience in basic Service Desk or technical support functions, strong troubleshooting and communication skills, and a customer-focused approach. The position requires the ability to manage multiple accounts, meet established SLAs, maintain accurate ticket documentation, and contribute to knowledge base and process improvements.