Service Desk Analyst L1

• Responsible for handling calls, updating customers regarding queries, leads/tickets handling, call backs where needed and work on different assigned projects. • Serve as the first point of contact for users seeking technical assistance via phone, email, social media or ticketing system. • Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress. • Diagnose and resolve basic technical issues related to PSW software, hardware, and network systems. • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Log all user interactions and technical issues in the service desk system and ensure proper documentation of actions taken. • Handle feedback campaigns. • Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures. • Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution. • Escalate unresolved issues to L2 or specialized support teams as needed. • Sharing knowledge with team colleagues. • Follow up with users to ensure their technical issues are fully resolved in a timely manner. • Assist with the installation, configuration, and troubleshooting of PSW applications for end-users. • Maintain knowledge of common technical issues and solutions related to PSW systems. • Contribute to the creation and maintenance of internal knowledge base articles and user guides. • Prioritize and manage several open issues at one time. • Ensure compliance with service-level agreements (SLAs) by resolving incidents within the agreed-upon timeframes. • Collaborate with L2 and other technical teams to ensure continuous service improvement.