L1.5 IT Service Desk Analyst

What You'll Do

• Serve as the first point of contact for IT-related issues via phone, email, or ticketing system
• Provide Level 1 support for hardware, software, network, and user access concerns
• Troubleshoot Windows OS, MS Office 365, email, printers, and basic networking issues
• Log, track, and update tickets accurately
• Escalate complex issues to L2/L3 teams when needed
• Deliver excellent customer service while meeting SLAs
• Document solutions and contribute to knowledge base articles

What We're Looking For

• At least 1 year and 9 months experience in IT Service Desk / Helpdesk / related role
• Basic to intermediate with: Windows OS & Office 365 | Active Directory (password reset, user management) | Basic networking concepts (LAN/WAN, VPN | Ticketing tools (ServiceNow or similar)
• Strong communication skills—comfortable supporting international clients
• Willing to work night ...