It Service Desk Analyst (Xico)

Service Desk Level 1 (L1) Technician

A 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.

Hours will vary – shift based. Work hours and days off per local office rules, reporting directly to Integral Service Desk Manager.

• Incident 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 troublesho...