L1 Service Desk Analyst

About the role

The employer is looking for highly motivated L1 Service Desk Analysts who act as the first point of contact for all IT-related issues. Candidates handle user requests by phone, chat or email, provide basic troubleshooting, log and classify incidents and escalate complex issues. A strong customer service mindset, excellent communication skills and attention to detail are essential.

Key responsibilities

• Receive and respond to IT tickets by phone, email, chat and through self-service.
• Troubleshoot standard hardware and software issues such as password resets, VPN and printers.
• Log, prioritise and route incidents in ServiceNow with accurate details.
• Follow knowledge base articles and troubleshooting scripts to achieve first-contact resolution.
• Ensure SLA targets are met for response time, ticket closure and escalations.
• Escalate unresolved issues to L1.5 or L2 with diagnostics included.
• Maintain high customer satisfaction and professionalism.

Required profile

• Bachelor's degree or diploma in Computer Science, IT or a related field.
• Strong verbal and written English.
• Willingness to work in 24x7 rotational shifts.
• ITIL Foundation certification preferred.

Required skills

• Familiarity with Windows OS, MS Office, Outlook and ServiceNow or similar ITSM tools.
• Good to have: remote troubleshooting tools (e.g. RDP, Bomgar), basic Active Directory and MFA knowledge, and certifications such as CompTIA A+ or Microsoft Certified: Fundamentals.