Provide level 1 technical support, performing initial ticket triage and assisting users with basic issue resolution.
Clarify technical questions and escalate tickets to higher support levels when necessary.
Assist in gathering detailed information to support the handling of more complex tickets.
Perform basic database queries and initial debugging under supervision.
Contribute to the knowledge base with simple solutions and information, ensuring technical documentation is accurate and up to date.
Support ticket management by monitoring deadlines and helping meet SLAs.

Degree in Information Technology, Systems Analysis and Development, or a related field.
Basic knowledge of technical support and customer service.
Ability to perform database queries and system debugging.
Good communication skills and ability to work in a team.
Proactive attitude and willingness to learn and develop technical skills.
Preferred: Previous experience in technical support, including internships or academic projects.
Knowledge of Agile methodologies and/or ITIL.
Familiarity with AWS.

Junior Service Desk Analyst

Key skills