ServiceDesk L1 Analyst Job Description Template
Our company is looking for a ServiceDesk L1 Analyst to join our team.
Responsibilities:
- Keeping users informed of progress;
- Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc;
- Closing all resolved incidents, requests and other calls;
- Liaising with the Service desk manager;
- Working across a varied customer base providing remote support;
- Resolving incidents/service requests when first contacted whenever possible;
- Provide accurate information on IT products or services;
- Escalating incidents/service requests that they cannot resolve within agreed timescales;
- Identify and suggest possible improvements on procedures;
- Conducting customer/user satisfaction call-backs/surveys as agreed;
- Serve as the first point of contact for customers seeking technical assistance over the phone or email;
- Pass on any feedback or suggestions by customers to the appropriate internal team;
- Providing first-line investigation and diagnosis;
- Determine the best solution based on the issue and details provided by customers;
- Walk the customer through the problem-solving process.
Requirements:
- interpersonal skills;
- Ability to learn quickly;
- Application support;
- Tech savvy with working knowledge of office automation products, databases and remote control;
- Good understanding of computer systems, mobile devices and other tech products;
- Explaining technical information clearly;
- Teamwork skills;
- Communication skills;
- Knowledge of Operating Systems, Databases, LAN, WAN etc;
- Ability to learn new Software and hardware;
- Adaptability;
- Ability to diagnose and resolve basic technical issues;
- Candidate should know the work process under ITIL guidelines;
- Ability to work under pressure;
- Customer Service.