Programmer Analyst

About the role

The Tier 1 Service Desk Analyst provides first‑line technical support to end users in a 24x7 environment. You will deliver high‑quality customer service, accurate incident logging, and timely resolution of common IT issues while escalating complex incidents as needed.

Key responsibilities

• Serve as the first point of contact for end‑user technical issues via phone, email, chat, and ticketing tools.
• Provide first‑level resolution for account provisioning, password resets, messaging, VPN/connectivity, and L1 business‑application support.
• Log, categorize, prioritize, and close incidents and service requests within defined SLAs.
• Perform initial troubleshooting, root‑cause identification, and escalation per ITIL guidelines.
• Support desktop and laptop hardware/software on Windows and macOS, including Microsoft Office and Adobe applications.
• Maintain accurate documentation of incidents, resolutions, and workarounds.

Required profile

• 2 to 4+ years of experience in an IT Service Desk, Helpdesk, or Global Support environment.
• Prior experience supporting international customers in a voice‑based support model (preferred).
• ITIL Foundation certification (preferred).
• Technical diploma or bachelor’s degree in IT, Computer Science, or related discipline (or equivalent experience).

Required skills

• Ticketing tools: ServiceNow, Remedy or equivalent ITSM platforms.
• Active Directory user management and basic identity management.
• Messaging platforms: Exchange, Outlook (Lotus Notes a plus).
• Remote support tools: Bomgar, DameWare, VNC.
• Basic networking concepts: VPN, Wi‑Fi connectivity.
• Microsoft 365 and common enterprise applications (MS Office, Adobe).
• Desktop operating systems: Windows OS, macOS.