L1 Service Desk Analyst (Bilingual – English & Spanish)

Provide Level 1 technical support via phone, email, chat, and self-service portal Log, categorize, prioritize, and resolve incidents and service requests using the ITSM tool Troubleshoot issues related: Windows and macOS end-user devices Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Active Directory (password resets, account unlocks, group access) VPN, network connectivity, Wi‑Fi, and printers Perform initial diagnosis and resolution using knowledge base articles and SOPs Escalate unresolved incidents to L2/L3 teams with complete and accurate documentation Follow ITIL-based incident, request, and problem management processes Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT) Provide proactive communication and ticket status updates throughout the lifecycle Participate in shift handovers and knowledge‑sharing sessions Identify recurring issues and suggest process improvements or automation opportunities Support user onboarding and offboarding activities as per SOPs Assist during major incidents by managing communication and ticket coordination Technical Skills & Experience

5–6 years of experience in Enterprise IT Service Desk / End User Support Strong hands‑on experience with: Windows 10/11 and macOS Microsoft 365 and basic Teams administration Active Directory and Azure AD fundamentals Basic networking concepts (DNS, DHCP, TCP/IP, VPN) Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar Familiarity with remote support tools and endpoint management solutions Exposure to VDI, MFA, and endpoint security tools is an advantage Process & Compliance

Good understanding of ITIL v3 or ITIL 4 processes Adherence to security, compliance, and access control policies Experience working in SLA‑driven, 24×7 or shift‑based environments

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