FAQs
What is the main responsibility of a Service Desk Analyst L1?
The main responsibility of a Service Desk Analyst L1 is to troubleshoot hardware, software, and network operating problems via phone, assisting users and coordinating referrals to appropriate technical personnel for resolution.
What qualifications are required for this role?
The role requires 1-2 years of experience in a Technical Help Desk Environment, customer service support experience, and experience supporting hardware and software such as PC, Macintosh, iPhone, Printers, MS-Outlook, and Windows operating systems.
Is prior experience necessary for this position?
Yes, 1-2 years of working experience in a technical help desk environment providing 1st level phone support and customer service skills are necessary.
What types of hardware and software should a Service Desk Analyst L1 be familiar with?
A Service Desk Analyst L1 should be familiar with PCs, Macintosh systems, iPhones, printers, MS-Outlook, and Windows 7, 10 OS, as well as MS-Office 2013 and 2016 (Office 365).
Do I need to work onsite for this job?
Yes, the position requires the analyst to work onsite in Pasay.
Are strong interpersonal skills important for this role?
Yes, strong interpersonal, analytical, and customer service skills are essential for effectively assisting users and resolving issues.
What language skills are required for the Service Desk Analyst L1 position?
Strong English verbal and written skills are required to communicate effectively with users and document issues.
Is it necessary to work independently in this role?
Yes, the ability to work independently is important for a Service Desk Analyst L1.
What should I do if I encounter issues that I cannot resolve?
You should escalate the issue using the appropriate escalation procedures to ensure that it is addressed by the appropriate technical or service personnel.
Can I apply if I have less than the required experience but relevant skills?
While the role prefers candidates with the specified experience, having equivalent skills and relevant experience may be considered, so it's still worthwhile to apply.