Service Desk Analyst L1

Responsible for handling calls, updating customers regarding queries, leads/tickets handling, call backs where needed and work on different assigned projects.
Serve as the first point of contact for users seeking technical assistance via phone, email, social media or ticketing system.
Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Diagnose and resolve basic technical issues related to PSW software, hardware, and network systems.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Log all user interactions and technical issues in the service desk system and ensure proper documentation of actions taken.
Handle feedback campaigns.
Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures.
Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution.
Escalate unresolved issues to L2 or specialized support teams as needed.
Sharing knowledge with team colleagues.
Follow up with users to ensure their technical issues are fully resolved in a timely manner.
Assist with the installation, configuration, and troubleshooting of PSW applications for end-users.
Maintain knowledge of common technical issues and solutions related to PSW systems.
Contribute to the creation and maintenance of internal knowledge base articles and user guides.
Prioritize and manage several open issues at one time.
Ensure compliance with service-level agreements (SLAs) by resolving incidents within the agreed-upon timeframes.
Collaborate with L2 and other technical teams to ensure continuous service improvement.
Competitive salary Fuel Card Health benefits Professional development opportunities Inclusive work culture & much more Bachelor’s degree in Information Technology, Computer Science, or a related field.
1-2 years of experience in a service desk or technical support role.
Basic knowledge of IT systems, software, and troubleshooting techniques.
Familiarity with ticketing systems and incident management tools.
Strong communication and customer service skills.
Ability to work in a fast-paced environment and prioritize tasks effectively.
Problem-solving attitude with attention to detail.
Experience working with enterprise systems, preferably in the trade or customs industry.
Familiarity with remote desktop tools and other support software.