Service Desk Analyst Level 1

Job Description
Role :
Service desk L1 Analyst
About the Role:
Responsibilities:
Through phone calls, chats or emails provide assistance in troubleshooting and fixing diverse hardware, software, network, and application issues with a bias on customer engagement.
Provide users with concise, clear, and polite help while maintaining a positive professional attitude.
Ensure all service requests are recorded in detail by tracking their resolution progress religiously.
Escalate complex issues to Level 2 or Level 3 support analysts as needed making sure there is a seamless handoff.
Research about new technologies and solutions which will improve your troubleshooting skills
Stick to well-known service desk systems, policies as well as quality standards.
Qualifications:
Must have worked for at least two or three years in a technical support position or have an excellent understanding of computers and technology.
Able to communicate effectively through written (emailing) and verbal (phone calling) means;
also has good interpersonal relations that can be displayed during phone conversations/chatting sessions concerning inquiries made from clients’ side
Coping with stress without supervision whilst independently solving problems fast in a busy setting should be your attributes
A strong user-focused approach aimed at beating the latter’s satisfaction criteria as this would produce higher FCR rates;
Sufficient Computer literacy including Office suite usage
Quick learner.
Good to have:
Experience with service desk tools like ServiceNow or Jira.
A+ or similar technical certifications