Job Summary

The Service Desk L1 Analyst provides first-level IT support to end users via phone, email, chat, and ticketing platforms. The role is responsible for handling incidents and service requests, troubleshooting common technical issues, and delivering high-quality customer service in Slovenian and English. The analyst ensures timely issue resolution, adherence to SLA commitments, and escalation of complex issues to higher support teams when required.

Key Responsibilities

Provide first-line technical support to users in Slovenian and English.\r\nLog, categorize, prioritize, and track incidents and service requests using ITSM tools.\r\nTroubleshoot and resolve common issues related to hardware, software, operating systems, Microsoft 365, email, printers, VPN, and network connectivity.\r\nPerform password resets, account unlocks, and basic user administration activities.\r\nEscalate unresolved or complex issues to L2/L3 support teams following established procedures.\r\nCommunicate effectively with users regarding ticket status, progress, and resolutions.\r\nMaintain accurate documentation of incidents, troubleshooting activities, and resolutions.\r\nAdhere to ITIL-based Incident, Request, and Knowledge Management processes.\r\nMeet agreed SLA, quality, productivity, and customer satisfaction targets.\r\nContribute to knowledge management and continuous service improvement initiatives.

Skill Requirements

Fluent Slovenian Language Skills (Read, Write, Speak)\r\nService Desk / Technical Support\r\nIncident & Request Management\r\nCustomer Service and Communication Skills\r\nITSM Tools (ServiceNow, Remedy, Jira, etc.)\r\nMicrosoft Windows Operating Systems\r\nMicrosoft 365 Applications\r\nActive Directory User Administration\r\nVPN and Basic Network Troubleshooting\r\nRemote Support Tools\r\nKnowledge Management.

Other Requirements

1-3 years of experience in IT Service Desk, Technical Support, or Customer Support environments.