1st Line Support Analyst

We are seeking a dedicated and customer-oriented Service Desk Agent to join our team.

The ideal candidate will be responsible for providing first-level support to our users, ensuring that their technical issues are resolved efficiently and effectively. The Service Desk Agent will act as the first point of contact for all IT-related inquiries and will play a crucial role in maintaining high levels of customer satisfaction. 

• →Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner.
• →Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher-level support as necessary.
• →Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.
• →Assist users with account management, including password resets and access issues.
• →Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users.
• →Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery.
• →Participate in training sessions and workshops to enhance technical skills and customer service abilities.
• →Contribute to the development of knowledge base articles and user documentation.
• →Submit improvement proposals and enhancements in support of the Contractual obligations. Going the Extra Mile(GEMS) 

• Ability to gain SC clearance
• Previous experience in a customer service or technical support role preferred.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent verbal and written communication skills.

• Ability to remain calm under pressure or through demanding challenges
• Familiarity with common operating systems and software applications.
• Ability to work independently and as part of a team in a fast-paced environment.
• Understanding of ITIL best practice methodology

This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.