It Service Desk Analyst (Xico)

Job TitleService Desk Level 1 (L1) TechnicianJob DescriptionA Service Desk Level 1 (L1) Technician plays a crucial role in providing technical support and assistance to end-users within an organization.The primary responsibility is to resolve basic technical issues and provide timely and effective solutions to ensure minimal disruption to operations.Working HoursHours will vary – shift based.Work hours and days off per local office rules, reporting directly to Integral Service Desk Manager.Duties and ResponsibilitiesIncident Logging: accurately log and categorize incidents and service requests in a ticketing system (ServiceNow), ensuring all relevant information is captured.Issue Triage: assess and prioritize incidents and service requests based on impact and urgency, escalating critical issues to higher-level support teams when necessary.Basic Troubleshooting: provide technical support and troubleshooting assistance for common hardware and software issues, including password resets...