Service Desk Analyst - Level 1 Technical Support

As a Managed Services Level 1 Service Desk Analyst, you will be the first point of contact for clients seeking support and assistance with their IT services. Your primary responsibility will be to provide timely and effective solutions to common technical issues, ensuring a high level of customer satisfaction.

Requirements

• Client Interaction: Respond to incoming service requests via phone, email, and chat in a professional and courteous manner.
• Incident Management: Log and categorize incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
• Troubleshooting: Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions.
• Escalation: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication.
• Knowledge Base: Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team.
• Customer Service: Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction.
• Follow-Up: Conduct follow-ups with clients to confirm resolution and gather feedback on their support experience.
• Documentation: Document solutions and procedures for future reference and improve operational processes.
• Compliance: Adhere to company policies and procedures, including data protection and security guidelines.

Benefits

• Medical, dental and vision coverage
• Life insurance
• Disability insurance
• 401(k) plan with matching provision
• Paid time off and personal sick leave