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 Manager when required.
- Take ownership of assigned support tickets and ensure SLA commitments are met.
- Coordinate with Level 2 and Level 3 teams on software installations, cloud-based operating systems, layered software packages, and databases.
- Monitor applications and infrastructure hosted in AWS, including capacity and utilisation, using defined monitoring tools.
- Conduct daily monitoring of servers, cloud, and applications to ensure availability and performance.
- Use software tools and logs to monitor network and system health and perform regular environment health checks.
- Collaborate with internal teams through defined processes to resolve client concerns.
- Ensure timely closure of support cases to prevent SLA breaches.
- Escalate issues to Level 2 or Level 3 support teams promptly to maintain SLA compliance.
We’d Love to Hear From You If…
Experience
- You have 2 to 4 years of relevant experience in IT support.
- You hold a bachelor’s degree in Information Technologies, Computer Science, or a related field.
- You have at least 3 years’ experience using a ticketing tool (ServiceNow experience is an advantage).
Technical Expertise
- You are familiar with AWS Cloud environments.
- You understand IT Service Level Agreements.
- You are familiar with ITIL practices, including Incident, Service Request, Problem, Change, and Capacity Management.
Ways of Working
- You are able to follow defined processes with precision.
- You demonstrate ownership in completing assigned tasks.
- You collaborate effectively with multiple support levels and teams.
- You maintain attention to detail in documentation and monitoring activities.