Senior Analyst
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Job description
Job Summary The Service Desk L1 Support Agent provides advanced technical support to end users by resolving incidents and service requests. The role requires strong troubleshooting skills, ownership of tickets through resolution, and effective communication with users and internal resolver groups. The agent acts as a key contributor to SLA compliance, knowledge management, and service improvement.
Key Responsibilities
Key Responsibilities
Incident & Request Management Handle L1 escalated incidents and service requests across IT domains such as workplace, OS, applications, and network basics Perform detailed technical troubleshooting and root cause analysis for recurring issues Take end-to-end ownership of tickets until closure, ensuring SLA and quality compliance Work on major incidents, providing updates and support as per incident management processes Escalate to L2 / engineering teams with proper diagnostics, logs, and analysis when required User Support & Communication Provide remote support via phone, email, chat, and ITSM portal Communicate clearly and professionally with end users in English (verbal and written) Manage user expectations by providing accurate resolution timelines and status updates Technical Support Scope (Typical L1) Operating Systems: Windows 10/11, basic MacOS support Workplace services: user profiles, access issues, printers, VPN, email clients Active Directory: password resets, account unlocks, group membership (as per access rights) Network basics: LAN/Wi-Fi connectivity, DNS, proxy, VPN troubleshooting Standard enterprise applications and collaboration tools Remote tools and device troubleshooting Process & Continuous Improvement Ensure compliance with ITIL-based processes (Incident, Request, Change, Knowledge) Create, update, and reuse Knowledge Base (KB) articles Identify trends and contribute to problem management and shift-left initiatives Support audits, reporting, and service improvement activities Skill Requirements Required Skills & Qualifications Education & Experience Any graduate degree (IT or related field preferred) 1–3 years of experience in IT Service Desk / Technical Support with L1 exposure Technical Skills Strong hands-on troubleshooting skills for end-user computing issues Experience with ITSM tools (ServiceNow or equivalent) Understanding of enterprise IT environments and support models Familiarity with remote support tools and endpoint management Language & Soft Skills Excellent English communication skills (spoken and written) Strong customer-handling and problem-solving skills Ability to work independently and under pressure Good documentation and analytical skills Shape Working Conditions 24x7 rotational shifts (depending on customer engagement) Weekend and holiday support as per roster Offshore / global support environment Shape Nice to Have ITIL Foundation certification Exposure to L2 coordination or major incident bridges Experience in global or multilingual service desk environments Other Requirements Other Requirement : SD Agent
- French
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