IMS Service Desk Analyst L1

Job description

Key responsibilities & Accountabilities

• Serve as first point of contact for users seeking technical assistance at the Tech Bar.

• Diagnose and resolve hardware and software issues on laptops, desktops, and mobile devices.

• Provide support for operating systems, applications, and network-related problems.

• Assist users with setting up and configuring IT equipment.

• Log and manage incidents and service requests using the IT service management system.

• Escalate complex issues to 2nd Line Support or relevant teams.

• Maintain high customer service and ensure timely issue resolution.

• Educate users on best practices and provide guidance on IT-related queries.

• Run daily checks on meeting rooms, ensure AV technologies work, and report issues.

• Support VIP meetings and company events, ensuring AV and meeting rooms are ready.

• Keep up-to-date with technology trends and updates.

• Work as part of a technology team and manage tasks according to business needs.

• Internal and external stakeholder management, ensuring timely issue resolution.

• Create knowledge articles and processes to support the business.

• Run bi-weekly customer inductions and keep induction slides updated.

• Creation and decommission of customer accounts (JML).

Qualification

Skills & Ability

• Proven experience in a customer-facing IT support role.

• Strong knowledge of Windows and macOS operating systems.

• Proven experience in SQL.

• Familiarity with software applications and troubleshooting techniques.

• Basic understanding of networking principles and IT infrastructure.

• Excellent problem-solving and communication skills.

• Strong organizational skills and attention to detail.

• Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus.

Desirable

• Insurance industry experience.

• Understanding of automation technologies.