Found Description
Job Summary
The Service Desk Analyst serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service.
Responsibilities
- Provide first-level technical support via phone, chat, and email
- Log, track, and resolve tickets in the Service Desk system
- Troubleshoot basic issues related to software, hardware, and connectivity
- Escalate complex incidents to L2/L3 teams following procedures
- Communicate clearly with users and ensure a great support experience
- Document solutions and update knowledge base articles
Skills and Experience
- Technical degree, internship, or entry-level experience in IT support
- Basic knowledge of Windows, Microsoft 365, Active Directory, and hardware
- Basic networking concepts (Wi-Fi, VPN, DNS, DHCP)
- Familiarity with remote support tools (RDP, TeamViewer, AnyDesk) ...