Job Description: The L1 Service Desk Analyst is the first point of contact for all IT-related issues and requests. The role involves logging, categorizing, and resolving incidents and service requests or escalating them to higher support levels as needed. The analyst ensures high customer satisfaction by delivering timely and effective IT support.

▶ Core Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.

• Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).

• Perform initial diagnosis and attempt to resolve issues related to:

• Password resets and account access

• Email and collaboration tools

• Operating system and basic hardware troubleshooting

• Network connectivity (Wi-Fi, VPN)

• Standard applications (e.g., Microsoft Office, browsers)

• Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs.

• Monitor open tickets and ensure timely follow-up and closure.

• Maintain detailed and accurate documentation of user interactions and solutions provided.

• Provide status updates and communication to users on ticket progress.

• Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency.

• Participate in shift rotations (if applicable), including weekends and holidays as required.

▶ Desired Certifications

• ITIL Foundation

• CompTIA A+

• Microsoft Certified: Modern Desktop Administrator Associate (or similar)

▶ Requirements:

• Diploma or Degree in Computer Science, Information Technology, or related field.

• 0–2 years of experience in an IT support/service desk role.

• Basic understanding of IT systems and troubleshooting techniques.

• Familiarity with ITIL practices is an advantage.

• Proficient in English. Mandarin and Cantonese will be an added advantage.

• Good interpersonal and communication skills.

• Strong problem-solving and analytical abilities.