NOTE: Candidate must speak both English and Spanish Duration: 01 Year Job Description: L1 Service Desk Analyst (5–6 Years Experience) Role Overview Act as the first point of contact for all IT-related incidents, service requests, and user inquiries Deliver high-quality, customer-focused support across enterprise IT environments Ensure first-call resolution wherever possible and effective escalation when required Key Responsibilities Provide Level 1 technical support via phone, email, chat, and self-service portal Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool Troubleshoot issues related to: Windows and macOS end-user devices Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Active Directory (password resets, account unlocks, group access) VPN, network connectivity, Wi‑Fi, and printer issues Perform initial diagnosis and resolution using knowledge articles and SOPs Escalate unresolved incidents to L2/L3 teams with accurate documentation Follow ITIL-based incident, request, and problem management processes Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT) Provide user communication and status updates throughout the ticket lifecycle Participate in shift handovers and knowledge sharing sessions Identify recurring issues and suggest improvements or automation opportunities Support new user onboarding/offboarding tasks as per SOPs Assist in major incident calls by handling communications and ticket updates Technical Skills & Experience 5–6 years of experience in an Enterprise IT Service Desk / End User Support role Strong hands‑on experience with: Windows 10/11 and macOS Microsoft 365 & Teams administration basics Active Directory and Azure AD fundamentals Basic networking concepts (DNS, DHCP, TCP/IP, VPN) Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar Familiarity with remote support tools and endpoint management solutions Exposure to VDI, MFA, and endpoint security tools is a plus Process & Compliance Good understanding of ITIL v3 / ITIL 4 processes Adherence to security, compliance, and access control policies Experience working in SLA-driven, 24×7 or shift-based environments #J-18808-Ljbffr