Service Desk Analyst - L1 engineer

Job Title: Service Desk Analyst - L1 engineer Location: Plymouth MA (Onsite) Duration :: Contract What's this role about? Service Desk for US Client. 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills 2-3 years of Windows Technical Service desk experience is necessary knowledge Windows 11 and basics of Windows Server Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc., ITSM ticketing tools such as Ivanti, ServiceNow etc., Remote desktop connectivity applications, Windows end point support MS Office Suite and application support Web Application, VPN knowledge Administer and provide User account provisioning. Support desktops, laptops, thin clients, printers, scanners, and peripherals Install, configure, and update banking-approved software Follow all internal controls and policies Assist in password resets, MFA support, and identity/access management requests. Identify and report suspicious activity or potential security threats Maintain a strong focus on data privacy and cybersecurity best practices Document solutions and create user guides/knowledge base articles Responsible for installing desktop applications and software Use the Incident Management System to document and manage problems and work requests and their respective resolutions Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Route problems to internal 2nd level IT support staff. Highly self-motivated with keen attention to detail We also want you to have knowledge on: Ticket Management Customer Satisfaction First Call Resolution Create SOP and Knowledge Base articles for top call generators. Required Skills & Qualifications Bachelor’s/associate degree in IT, Computer Science, or related field (preferred). 2–3 years of experience in IT service desk or technical support role. Experience supporting a bank or financial services environment (preferred). Basic and Above Average knowledge of: VPN & MFA ITIL framework Excellent communication, customer service, and problem‑solving skills. Ability to work in a fast-paced, highly regulated environment. Educational requirement: Graduate and preferably BCA or any other Technical Field. Exceptional customer service orientation Excellent communication skills, both written and verbal Disciplined, systematic problem-solving skills required.

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