Service Desk

Teamware Solutions is seeking a customer-focused Service Desk Analyst to be the first point of contact for all IT-related inquiries and issues. You'll play a vital role in providing essential technical support, troubleshooting problems, and ensuring a positive experience for our users, contributing directly to operational efficiency and user satisfaction.

Key Responsibilities

• Provide first-line technical support to end-users via phone, email, chat, or ticketing system for IT hardware, software, and network issues.
• Log, categorize, prioritize, and track all incoming incidents and service requests accurately within the IT Service Management (ITSM) system .
• Perform initial troubleshooting and diagnosis of common IT problems, including password resets, software installations, connectivity issues, and basic hardware diagnostics.
• Escalate complex or unresolved issues to appropriate L2 / L3 support teams, ensuring smooth handovers and clear communication.
• Provide clear, concise, and professional communication to users regarding their IT issues and resolution status.
• Contribute to the knowledge base by creating and updating documentation for common solutions and procedures.
• Adhere to established Service Level Agreements (SLAs) and operational procedures.

Qualifications

Skills Required :

Preferred Skills :

Skills Required

Service Desk Support, Customer Service, Service Management, Networking Concepts, Problem-solving, Analytical Skills