It Service Desk Analyst (L1)

Service Desk / Technical Helpdesk Analyst may perform one or more of the following:

• Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.

• Applies understanding and knowledge of information systems products and services to assist users.

• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.

• Coordinates referrals to appropriate technical, professional, or service personnel.

• Receives and prioritizes issues and forwards using appropriate escalation procedures.

• All other duties as assigned.
  

Additional Qualifications:

• 1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.
• 1 - 2 years’ work experience in customer services support or having equivalent kind of skills experience, soft skills a must.
• 1 - 2 years’ experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office 365).
• Must be able to work independently.
• Strong interpersonal , analytical and customer service skills.
• Ability to understand and follow oral and written instructions.
• Strong English (verbal and written) skills.