Service Desk Analyst L1
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What you'll do
- Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
- Log, categorize, prioritize, and track incidents and service requests.
- Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
- Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
- Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
- Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
- Maintain accurate documentation of issues, resolutions, and support activities.
- Follow ITIL processes for Incident, Request, and Problem Management.
- Ensure timely resolution in accordance with defined SLAs.
- Assist users with remote access, VPN, hardware setup, and software installations.
What they're looking for
- Knowledge of Windows 10/11 operating systems.
- Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
- Knowledge of Active Directory and password management.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Customer-focused attitude.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
What success looks like in this role:
Job Title: Technical Service Desk Analyst L1
Job Summary
We are seeking a Technical Service Desk Analyst L1 to provide first-level technical support to end users by handling IT incidents and service requests. This role involves troubleshooting hardware, software, network, and application-related issues while ensuring excellent customer service and adherence to service level agreements (SLAs).
Key Responsibilities
Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.
Log, categorize, prioritize, and track incidents and service requests.
Provide first-level troubleshooting for desktop, laptop, mobile, printer, and application-related issues.
Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and basic networking issues.
Reset passwords and manage user accounts through Active Directory or relevant identity management tools.
Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.
Maintain accurate documentation of issues, resolutions, and support activities.
Follow ITIL processes for Incident, Request, and Problem Management.
Ensure timely resolution in accordance with defined SLAs.
Assist users with remote access, VPN, hardware setup, and software installations.
You will be successful in this role if you have:
Required Skills:
Knowledge of Windows 10/11 operating systems.
Basic understanding of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
Knowledge of Active Directory and password management.
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Customer-focused attitude.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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Company
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