Jr. Service Desk Analyst (Nightshift)

Jr. Service Desk Analyst (Nightshift)

Job Summary

The Junior Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this junior role, the analyst initially focuses on a single account, gradually building expertise before handling multiple accounts. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential des...