The Service Desk Analyst (L1) serves as the first point of contact for users, providing frontline IT support and ensuring quick resolution or escalation of incidents and service requests
Key Responsibilities
Log, categorize, and prioritize incidents and service requests via ITSM tools (e.g., ServiceNow) Provide first-level troubleshooting for hardware, software, network, and access issues Resolve common issues (password resets, Outlook/email, VPN, application access) at first contact Escalate unresolved or complex issues to L2/L3 support teams as per defined procedures Maintain accurate documentation of tickets, actions taken, and resolutions Adhere to SLAs, KPIs, and quality standards for response and resolution Communicate effectively with users, providing timely updates and maintaining customer satisfaction
Skill Requirements
Basic knowledge of Windows OS,
Office 365, networking, and enterprise applications Familiarity with ITIL processes (Incident, Request, Problem Management) Solid troubleshooting and analytical skills Excellent communication and customer service orientation Ability to work in shifts and handle high-volume environments
Other Requirements
First Contact Resolution (FCR) rate Average Handle Time (AHT) SLA adherence Customer Satisfaction (CSAT) Ticket quality and documentation accuracy