IMS Service Desk Analyst L1

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).