1st Line Service Desk Analyst

The 1st Line Service Desk Analyst is the first point of contact for all IT support queries, providing initial troubleshooting, logging incidents, and ensuring service requests are resolved or escalated efficiently.

Requirements

• Act as the first point of contact for users via phone, email, chat, or ticketing system.
• Log all incidents and service requests accurately and promptly.
• Provide basic troubleshooting and technical support for hardware, software, network, and application issues.
• Guide users through steps to resolve issues quickly where possible.
• Provide basic administration support within Microsoft 365 Admin Center and Intune.
• Escalate complex or unresolved tickets to 2nd line support, following established procedures.
• Monitor open tickets and follow up with users to ensure timely resolution.
• Maintain knowledge base articles and documentation.
• Deliver excellent customer service and maintain a professional approach at all times.
• Meet service level targets, KPIs, and departmental standards.