A Service Desk L1 Analyst serves as the first point of contact for users experiencing IT issues. The role focuses on logging, categorizing, troubleshooting, and resolving basic incidents while ensuring excellent customer service and SLA compliance.
Key Responsibilities
Job Responsibilities:
Incident & Request Management
- Receive incidents and service requests via phone, email, chat, or ticketing tools.
- Log, categorize, and prioritize tickets accurately.
- Perform initial diagnosis and troubleshooting.
- Resolve first-level issues where possible.
- Update users on ticket status.
- Ensure all tickets meet SLA requirements.
- Follow up on pending tickets.
- Escalate unresolved issues to L2/L3 teams with complete documentation.
- Monitor assigned queues.
- Identify priority and VIP incidents.