Service Desk Analyst

What success looks like in this role: Job Title: Technical Service Desk Analyst L1 Job Summary We are seeking a Technical Service Desk Analyst L1 to provide first-level technical support to end users by handling IT incidents and service requests. This role involves troubleshooting hardware, software, network, and application-related issues while ensuring excellent customer service and adherence to service level agreements (SLAs). Key Responsibilities Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems. Log, categorize, prioritize, and track incidents and service requests. Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues. Troubleshoot Windows operating systems, Microsoft 365 applica