Operations L1 Analyst - Service Desk

We are seeking dedicated and enthusiastic individuals to join our technical support team as a Level 1 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 :

• Responds to inbound calls and emails within specified time SLAs and guidelines, escalating issues as necessary in accordance with protocols.
• Handles first-level troubleshooting and logs tickets in the client's ticketing system.
• Analyses and interprets client inquiries to identify and resolve issues effectively
• Provides accurate, innovative solutions to client problems while meeting pre-defined quality standards
• Delivers information, advice, or instructions in response to client inquiries, ensuring a high degree of client satisfaction.
• Records and processes client inquiries in relevant paperwork and systems, collaborating internally to ensure queries are addressed and problems resolved efficiently.
• Maintains 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 and Telephone Call Centers

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