Help Desk Support

**Job Description:** **Role Overview:** As a Tier 1 Help Desk Analyst, your primary responsibility will be to serve as the initial point of contact for all IT-related incidents and service requests. You will be tasked with ensuring the timely logging, classification, and resolution of issues to maintain high levels of customer satisfaction. **Key Responsibilities:** - Receive, log, and track calls/emails using the ticketing system. - Perform call logging & recording and ensure accurate web logging of tickets. - Conduct incident classification, initial investigation, and diagnosis. - Provide initial troubleshooting and support based on defined knowledge base and SOPs. - Escalate incidents to Tier 2 or relevant teams when necessary. - Ensure proper incident closure and confirm resolution with users. - Conduct basic trend analysis to identify recurring issues. - Manage Service Request Catalogue items, such as password resets, access requests, and standard configurations. - Maintain excellent communication and follow-up with end-users. **Qualifications Required:** - Diploma/Graduate in IT or a related field. - 2-4 years of relevant experience. - Strong communication and customer service skills. - Basic understanding of Windows/Mac OS, MS Office, and common IT applications. - Ability to follow procedures and document accurately. If you have any additional details about the company or benefits, please provide that information for a more comprehensive job description.,