Service Desk Analyst L1
Key Responsibilities & Accountabilities
Serve as the first point of contact for users seeking technical assistance at the Tech Bar.
Diagnose and resolve hardware and software issues on laptops, desktops, and mobile devices.
Provide support for operating systems, applications, and network-related problems.
Assist users with setting up and configuring IT equipment.
Log and manage incidents and service requests using the IT service management system.
Escalate complex issues to 2nd Line Support or relevant teams.
Maintain high customer service standards and ensure timely issue resolution.
Educate users on best practices and provide guidance on IT-related queries.
Run daily checks on meeting rooms, ensure AV technologies work, and report issues.
Support VIP meetings and company events, ensuring AV and meeting rooms are ready.
Keep up-to-date with technology trends and updates.
Work as part of a technology team and manage tasks according to business needs.
Manage internal and external stakeholders, ensuring timely issue resolution.
Create knowledge articles and processes to support the business.
Run bi-weekly customer inductions and keep induction slides updated.
Create and decommission customer accounts (JML).
Skills & Ability
Proven experience in a customer-facing IT support role.
Strong knowledge of Windows and macOS operating systems.
Proven experience in SQL.
Familiarity with software applications and troubleshooting techniques.
Basic understanding of networking principles and IT infrastructure.
Excellent problem-solving and communication skills.
Strong organizational skills and attention to detail.
Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus.
Desirable
Insurance industry experience.
Understanding of automation technologies.