Service Desk Analyst L1

GiGa-Ops Global Solutions is a forward-thinking company dedicated to leveraging technology to provide exceptional service and support to our clients. Our mission is to empower businesses through innovative solutions while fostering a culture of collaboration, integrity, and excellence. We believe in the power of teamwork and continuous learning, which drives us to exceed client expectations every day.

• Respond to incoming service requests via phone, email, and ticketing system.


• Diagnose and resolve technical issues related to hardware, software, and networking.


• Provide first-level support by troubleshooting problems with end-user devices.


• Monitor and manage service requests ensuring timely resolution.


• Log all incidents and service requests in the ticketing system accurately.


• Assist with the onboarding of new users and setup of their equipment.


• Maintain documentation for all support processes and knowledge sharing.


• Escalate unresolved issues to higher-level support teams.


• Conduct regular follow-ups with users to ensure satisfaction.


• Maintain a strong understanding of company systems and services.


• Provide training on basic technical issues to users as needed.


• Report on service request trends and identify potential areas for improvement.


• Participate in team meetings and contribute to service improvement initiatives.


• Ensure compliance with company policies and security protocols.


• Support IT projects as required.

• Bachelor s degree in Computer Science or related field.


• 0-5 years of experience in a service desk or technical support role.


• Strong understanding of ITIL best practices.


• Familiarity with Windows and Mac operating systems.


• Experience with remote desktop tools.


• Knowledge of networking fundamentals.


• Proficient in using ticketing systems (e.g., ServiceNow, Zendesk).


• Excellent verbal and written communication skills.


• Capability to work under pressure in a fast-paced environment.


• Ability to work on-site with flexibility in hours as needed.


• Customer-centric approach with a problem-solving mindset.


• Strong analytical skills for troubleshooting issues.


• Ability to prioritize tasks effectively.


• Team player with a collaborative spirit.


• Willingness to continuously learn and grow professionally.