Job Description
The Service Desk Specialist L1 plays a critical role in ensuring the stability and reliability of IT systems and infrastructure to ensure the timely and quality delivery of IT services.
The Analyst monitors and analyzes alerts; identifies and confirms potential incidents; perform basic troubleshooting if possible; and coordinates / collaborates closely with cross-functional teams to resolve, in a timely manner, the confirmed incident to minimize service disruptions.
Minimum Qualifications
Bachelor's degree in IT or related field preferred
3+ years of experience in a service desk, help desk, or technical support role
Strong understanding of Windows and/or macOS operating systems
Familiarity with Microsoft 365, Active Directory, and common business applications
Basic knowledge of networking concepts (TCP/IP, DNS, VPN, Wi-Fi)
Experience using ticketing systems (e.g., ServiceNow, Jira, Zendesk, Freshservice)
Excellent problem-solving and customer service skills
Strong verbal and written communication abilities
Ability to manage multiple tasks and prioritize effectively
