Job Description
As an L1 Service Desk Analyst , you will provide first-level technical support by monitoring applications, infrastructure, and cloud environments, performing incident troubleshooting and triage, and ensuring timely escalation within defined Service Level Agreements (SLAs). You will play a key role in maintaining system availability and performance while coordinating with Level 2 and Level 3 support teams to deliver reliable client support.
What You’ll Do and How You’ll Succeed
- Monitor campaigns, infrastructure, and platform incidents to ensure system stability.
- Perform initial troubleshooting and escalate incidents within defined SLAs.
- Respond to access issues and service requests in line with client operations processes.
- Document, classify, prioritise, and assign incidents to the appropriate support teams.
- Initiate and escalate major incidents to the Service Delivery Mana...