Technical Service Desk Analyst (Level 1)

About the role

We are looking for a Technical Service Desk Analyst (Level 1) to be the first point of contact for end‑users, delivering prompt and courteous IT support across hardware, software and network issues.

Key responsibilities

• Receive and log IT support requests via phone, email, chat and ticketing system.
• Provide first‑level troubleshooting for desktops, laptops, mobile devices, printers and applications.
• Diagnose and resolve Windows 10/11, Microsoft 365 (Outlook, Teams, Office) and basic networking problems.
• Reset passwords and manage user accounts in Active Directory.
• Escalate complex incidents to Level 2/Level 3 teams following ITIL processes.
• Document issues, resolutions and support activities accurately.
• Assist users with remote access, VPN, hardware setup and software installations.
• Ensure resolutions meet defined service level agreements.

Required profile

• 2‑3 years of experience in service desk, technical or desktop support.
• Strong customer‑service orientation with excellent verbal and written communication.
• Ability to prioritize, multitask and work under defined SLAs.
• Team‑player attitude with good problem‑solving skills.
• Bachelor’s degree or relevant certifications are a plus.

Required skills

• Windows 10/11 operating systems.
• Microsoft 365 suite (Outlook, Teams, Word, Excel, PowerPoint).
• Active Directory and password management.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Ticketing tools such as ServiceNow, Remedy or Jira.
• Basic knowledge of ITIL Incident, Request and Problem Management.