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.