L1 Service Desk Analyst (Fresh Graduate Immediate Joiner)

L1 Service Desk Analyst (Fresh Graduate Immediate Joiner)

We are seeking dedicated and enthusiastic individuals to join our technical support team as a L1 Service Desk Analyst. In this role, you will serve as the first point of contact, providing first level technical support to clients.

The position requires strong problem‑solving skills and an aptitude for working with applications and systems to perform analysis, diagnosis, and resolution of client issues. You will play a key role in resolving IT‑related problems while delivering exceptional service to ensure customer satisfaction.

Key Responsibilities

• Respond to inbound calls and emails within specified time SLAs and guidelines, escalating issues as necessary in accordance with protocols.
• Handle first‑level troubleshooting and log tickets in the client's ticketing system.
• Analyze and interpret client inquiries to identify and resolve issues effectively.
• Provide accurate, innovative solutions to client problems while meeting pre‑defined quality standards.
• Deliver information, advice, or instructions in response to client inquiries, ensuring a high degree of client satisfaction.
• Record and process client inquiries in relevant paperwork and systems, collaborating internally to ensure queries are addressed and problems resolved efficiently.
• Maintain exceptional customer satisfaction by delivering professional and helpful service at all times.

Requirements

Seniority level

Entry level

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting

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