Level 1 Service Desk Analyst

Overview
Provide first-line technical support in a 14x5 (Mon–Fri) environment, handling user issues across applications, systems, and devices. Focus on quick diagnosis, resolution, and excellent customer service.
Key Responsibilities
Deliver Level 1 IT support for software, hardware, and devices (Windows/Mac, laptops, PCs, printers, iPhones/iPads)
Log, track, and manage tickets via ServiceNow / BT
Perform basic Active Directory tasks (user accounts, group access)
Troubleshoot O365 (permissions, calendar sharing, delegation)
Install packaged software using remote tools (LogMeIn, WS1)
Manage queues, achieve First Call Resolution (FCR), and escalate issues when required
Communicate with end users via phone, chat, and email
Maintain documentation, follow ITSM processes, and identify service improvement opportunities
Requirements
2+ years IT Service Desk / Level 1 support experience
Strong knowledge of Windows 10/11, macOS, O365
Basic Active Directo...