Service Desk Analyst L1 (Nightshift)

The Service Desk Analyst L1 (Nightshift) serves as the initial point of contact for users contacting the IT Service Desk, delivering high-level customer service and resolving tier 1 requests. The role involves managing incident and request queues, providing first-level technical support via phone, chat, or email, and escalating unresolved issues to tier 2 and 3 support teams. The analyst is responsible for maintaining accurate case records, adhering to service level agreements, and utilizing knowledge base tools to ensure efficient issue resolution.