Service Desk Analyst 1

Provide technical support for:

• Windows operating systems
• Device drivers and software issues
• Hardware and peripherals (printers, scanners, etc.)
• Basic network connectivity issues
• Diagnose and resolve technical problems efficiently.
• Achieve First Call Resolution (FCR) wherever possible.
• Handle customer concerns professionally and empathetically.
• Maintain high Customer Satisfaction (CSAT) scores.
• Document troubleshooting steps and customer interactions in the ticketing system.
• Escalate unresolved issues according to support procedures.
• Meet productivity and SLA targets.

Required Skills

• Excellent verbal communication skills with active listening ability.
• Strong customer service and interpersonal skills.
• Ability to handle difficult customer conversations and de-escalate situations.
• Knowledge of:
• Windows OS installation, updates, and troubleshooting
• Device drivers and software compatibility
• Hardware and peripheral troubleshooting
• Basic networking (Wi-Fi, LAN, IP configuration)
• Ability to multitask and work in a fast-paced environment.