IT Service Desk Analyst (Level 1 Support)

About the role

Join the Central Service Desk team at NEC Software Solutions as a Service Desk Analyst. In this pivotal role, you will act as the primary point of contact for both internal and external clients, ensuring seamless IT operations and high-quality technical support in a dynamic hybrid environment.

Main Responsibilities

• Serve as the single point of contact for all IT incidents and service requests.
• Accurately record, categorize, and prioritize tickets within the ITSM tool according to contractual requirements.
• Perform first-line investigations and resolve basic hardware and software issues.
• Manage user access, including password resets and account activations/deactivations.
• Ensure strict adherence to Service Level Agreements (SLAs) and provide regular updates to users.
• Maintain and update technical documentation and procedural guides.
• Actively participate in team meetings and continuous training programs.

Candidate Profile

• Proven experience in Level 1 IT support or a similar customer-facing technical role.
• Strong problem-solving skills with the ability to work autonomously and make informed decisions.
• Exceptional communication skills and a customer-centric mindset.
• High attention to detail and the ability to follow complex technical instructions.
• Flexibility to adapt to evolving technical environments and priorities.

Required Skills

• Proficiency in Microsoft Office Suite (Outlook, Excel, etc.).
• Hands-on experience with ITSM tools and ticketing systems.
• Foundational knowledge of hardware and software troubleshooting.
• Excellent verbal and written communication.
• Strong organizational and time-management abilities.