Service Desk Analyst L1

• Responsible for handling calls, updating customers regarding queries, leads/tickets handling, call backs where needed and work on different assigned projects.
• Serve as the first point of contact for users seeking technical assistance via phone, email, social media or ticketing system.
• Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
• Diagnose and resolve basic technical issues related to PSW software, hardware, and network systems.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Log all user interactions and technical issues in the service desk system and ensure proper documentation of actions taken.
• Handle feedback campaigns.
• Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures.
• Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution.
• Escalate unresolved issues to L2 or specialized support teams as needed.
• Sharing knowledge with team colleagues.
• Follow up with users to ensure their technical issues are fully resolved in a timely manner.
• Assist with the installation, configuration, and troubleshooting of PSW applications for end-users.
• Maintain knowledge of common technical issues and solutions related to PSW systems.
• Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Prioritize and manage several open issues at one time.
• Ensure compliance with service-level agreements (SLAs) by resolving incidents within the agreed-upon timeframes.
• Collaborate with L2 and other technical teams to ensure continuous service improvement.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1-2 years of experience in a service desk or technical support role.
• Basic knowledge of IT systems, software, and troubleshooting techniques.
• Familiarity with ticketing systems and incident management tools.
• Strong communication and customer service skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Problem-solving attitude with attention to detail.
• Experience working with enterprise systems, preferably in the trade or customs industry.
• Familiarity with remote desktop tools and other support software.
  

Benefits

• Competitive salary
• Fuel Card
• Health benefits
• Professional development opportunities
• Inclusive work culture & much more