The Tier 1 Service Desk Analyst is responsible for providing first-level technical support to end-users experiencing issues with hardware, software, networking, and other computer-related technologies. This role serves as the first point of contact for customers seeking technical assistance and requires excellent customer service skills, as well as the ability to diagnose and resolve basic technical issues.

Key Responsibilities:

Provide Tier 1 support for users by resolving basic technical issues and fulfilling service requests via phone, email, chat, or remote desktop connection.

Escalate complex or unresolved incidents to higher support levels or other IT teams as appropriate.

Log and document all user interactions and incidents in a ticketing system, following standard procedures and guidelines.

Maintain a positive and professional attitude when dealing with customers and colleagues, ensuring customer satisfaction and service quality.

Troubleshoot and support various IT systems and devices, such as Windows desktop OS, MS Office, printers, mobile devices, network connectivity, etc.

Stay updated on the latest IT policies, procedures, and best practices, and participate in ongoing training and development programs.

Qualifications:

High school diploma or equivalent.

1+ years of experience in a customer service or technical support role.

Excellent verbal and written communication skills.

Strong problem-solving and troubleshooting skills.

Ability to work well in a team environment.

Familiarity with common operating systems, software applications, and hardware configurations.

Experience with service desk ticketing systems is a plus.