The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services. Requirements: 2-4 years of technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL (Information Technology Infrastructure Library). Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience. Proven experience in efficiently managing tickets and providing exceptional customer support. Certifications (Nice to Have): CISCO CCNA ITIL Microsoft 365 Fundamentals Comptia A+ #J-18808-Ljbffr