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Service Desk Analyst L1
JOB_REQUIREMENTS
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- 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
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Collaborate with L2 and other technical teams to ensure continuous service improvement
- 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
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Familiarity with remote desktop tools and other support software
- Competitive salary
- Fuel Card
- Health benefits
- Professional development opportunities
- Inclusive work culture & much more
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