Technical Service Desk Analyst L1
Core
Provide first-level technical support to end users by handling IT incidents and service requests via phone, email, chat, and ticketing systems.
Role type
L1 Technical Service Desk Analyst
Builds
IT support services for end users
Domain
IT Operations / Desktop Support
Deliverable
client delivery
Required skills
Windows 10/11 troubleshooting, Microsoft 365 support, Active Directory management, networking fundamentals, ticketing tools, incident management, password reset
Preferred skills
Bachelor's degree, Microsoft certifications
Technologies
Windows 10/11, Microsoft 365, Active Directory, ServiceNow, Remedy, Jira
Responsibilities
Log, categorize, and prioritize incidents; troubleshoot hardware, software, and network issues; reset passwords and manage user accounts; escalate unresolved incidents; maintain documentation; adhere to SLAs and ITIL processes
Seniority
Junior, 1-3 years experience