IT Service Desk L1 Analyst

The Role

• Perform customer support to client via telephone chat self-service tickets etc
• Resolving the issues through phone chat and self-service communication channels
• User Account management such as password resets account unlock assigning permissions for reported incidents and requests.
• Provide connectivity support for home users which includes network routers Citrix Virtual Technologies MFA and VPN
• Providing support for Microsoft Office 365 Windows Chrome device printer mobile etc.
• Help resolve software and technical questions for the customer efficiently and effectively
• Own customer technical issues from initial report to resolution communicating with customers regularly regarding issue status.
• Effectively manage length of calls handle time and after call work.
• Manage customer expectations regarding estimated response times for issue resolution.
• Achieve target SLAs like response and resolution times by partnering within L1 L2 and L3 Support organizations
• Identifying potential major incidents and problems and highlighting them to management.
• Escalating incidents that cannot be resolved to the next level of support in line with service level agreements (SLAs).
• Demonstrate effective soft skills active listening skills and ability to empathize with customers situation
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service.
• Promote teamwork and Service Desk success.

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The Requirements

• At least two years experience in an IT performance analysis and end-user support role.
• Associates or bachelors degree in computer science information systems or similar is a plus.
• ITIL Foundation IELTS TOEFL Certification is an advantage.
• In-depth and current knowledge of computer programs hardware and business applications.
• Basic knowledge of Windows MS Office 365 MFA VPN Citrix Azure Active Directory and Exchange Server related tools is a must/
• Proficiency in Service Now ticketing tool or other task management software.
• Skilled in balancing technical knowledge with customer service skills.
• Analytical and problem-solving skills.
• Collaboration communication and interpersonal skills.

• Excellent organizational and time management skills.

WTW is an Equal Opportunity Employer