Service Desk L1 Analyst

Service Desk L1 analyst role, being the first line of support is to provide a single point of contact for end-users and is responsible for managing customer queries and performing simple troubleshooting. Service Desk L1 are the interface between the customer and other tiers of IT support, fixing what they can through simple troubleshooting, at the first point of contact and escalating everything else to the remaining tiers in the operating model.

Daily Activities:

• Accept Inbound Calls/Chat/Self Service tickets according to agreed Service Level Target (SLT).

• Record and process tickets following agreed process and procedures including but are not limited to:

• Identify/Classify/Evaluate incident types, priority, and service interruptions

• Records incidents by symptom and resolution

• Perform customer call backs as required

• Closing Incidents/Request with confirmation from customers

• Using problem-solving and people skills to ensure swift resolutions to technical issues.

• Triage, diagnose and perform basic troubleshooting on computer error messages and failures and resolve or make recommendations for resolution of Incidents and Request.

• Utilize all technical tools/resources like remote management software to provide resolution in one call whenever possible.

• Address user concerns regarding hardware, software, and networking

• Account administration: new user requests, leaver requests, password requests etc.,

• Timely ticket routing to next team when first attempt to resolution failed and follows defined exceptions.

• Coordinates with L2/other support team when applicable.

• Handles Special Projects as applicable and process Software Installation Request

• Escalate issues to next level support if needed

Business Value:

• Consistent and quality service delivery of end user support and request fulfillment

• Efficiency and cost savings. Service Desk can resolve those minor issues themselves, giving more bandwidth for next level of support to deal with the more complicated ones. 

• Driver of great customer experience.

• Ability to quickly adapt to business requirements and provide effective and efficient solutions.

The Role

Please enter the responsibilities of the role

• Perform customer support to client via telephone, chat, self-service tickets etc…
• Resolving the issues through phone, chat and self-service communication channels
• User Account management such as password resets, account unlock, assigning permissions, for reported incidents and requests.
• Provide connectivity support for home users which includes network routers, Citrix, Virtual Technologies, MFA and VPN
• Providing support for Microsoft Office 365, Windows, Chrome device, printer, mobile etc.,
• Help resolve software and technical questions for the customer efficiently and effectively
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Effectively manage length of calls, handle time, and after call work.
• Manage customer expectations regarding estimated response times for issue resolution.
• Achieve target SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
• Identifying potential major incidents and problems and highlighting them to management.
• Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs).
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service.
• Promote teamwork and Service Desk success.

The Requirements

Please enter the minimum criteria, skills, education, licenses etc. required to do this job

• At least two years' experience in an IT performance analysis and end-user support role.
• Associate's or bachelor's degree in computer science, information systems, or similar is a plus.
• ITIL Foundation, IELTS, TOEFL Certification is an advantage.
• In-depth and current knowledge of computer programs, hardware, and business applications.
• Basic knowledge of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory and Exchange Server related tools is a must/
• Proficiency in Service Now ticketing tool or other task management software.
• Skilled in balancing technical knowledge with customer service skills.
• Analytical and problem-solving skills.
• Collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

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