Service Desk Analyst L1 - Remote

Overview

The Service Desk Analyst L1 is responsible for providing technical support and customer service to clients through various communication channels. This role involves logging incidents, troubleshooting issues, and ensuring high levels of client satisfaction.

In Short

• Respond to service requests via phone, email, and chat.
• Log and categorize incidents in the ticketing system.
• Perform initial diagnosis of hardware, software, and network issues.
• Identify and escalate complex issues to higher-level support.
• Utilize and contribute to the knowledge base.
• Maintain high customer service levels and follow up with clients.
• Document solutions and procedures for future reference.
• Adhere to company policies and procedures.

Requirements

• High school diploma or equivalent; IT certifications are a plus.
• Previous experience in customer service or technical support preferred.
• Basic understanding of operating systems and networking fundamentals.
• Strong verbal and written communication skills.
• Demonstrated ability to troubleshoot technical issues.
• Commitment to excellent customer service.
• Ability to work well in a team environment.

Benefits

• Comprehensive benefits package including medical coverage.
• State-mandated sick leave.
• Support for well-being and work-life balance.
• Diverse and inclusive work environment.