Service Desk Analyst Level 1

Technical Helpdesk Analyst may perform one or more of the following:
• Troubleshoots via the phone hardware, software, and network operating problems and involves
technical resources to ensure resolution.
• Applies understanding and knowledge of information systems products and services to assist
users.
• Identifies, investigates and researches user questions and problems as well as isolating and
resolving information systems problems.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and forwards using appropriate escalation procedures.
• All other duties as assigned.
Additional Qualifications:
• 1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone
support to a large customer base.
• 1 - 2 years’ work experience in customer services support or having equivalent kind of skills
experience, soft skills a must.
• 1 - 2 years’ experience supporting the following hardware and software: Hardware: PC,
Macintosh, iPhone, Printers. MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office
365).       
• Must be able to work independently.
• Strong interpersonal skills.
• Strong analytical skills.
• Strong customer service skills.
• Ability to understand and follow oral and written instructions.
• Strong English (verbal and written) skills.
• Typing skills essential