L1 Support Analyst

Job Summary

We are seeking a dedicated Service Desk / L1 Support Analyst to act as the single point of contact (SPOC) for end-user support. The role involves providing end-to-end ownership of user calls, incidents, and service requests, ensuring timely resolution and effective communication with stakeholders. The candidate must be available to support calls starting 7:00 AM ET onwards and work 5 days onsite at the client location.

Location

Malvern, PA

(Local candidates Only )

Experience

3-6 Years of experience in Service Desk / L1 Support or IT Support roles

Hands-on experience in ITSM environments

Key Responsibilities

• Act as the Single Point of Contact (SPOC) for all user calls, incidents, and service requests
• Log, track, manage, and resolve incidents and service requests using ServiceNow
• Provide Level 1 call support starting from 7:00 AM ET onwards
• Support Windows 11 upgrade-related calls
• Fulfill assigned service requests and work items
• Communicate incident status, progress updates, and workarounds to relevant stakeholders
• Support incident management and service request fulfillment for all end-user devices including desktops, laptops, mobile devices, and other form factors
• Provide self-service support for common service desk requests
• Handle request fulfillment via ServiceNow for Endpoint Services and Mobility Services (e.g., internet trusted sites, VDI-related tasks)
• Participate in and support Major Incident calls for Workplace Services

Required Skills & Experience

• Strong experience in Service Desk / L1 Support
• Hands-on experience with ServiceNow (ITSM)
• Experience supporting Windows OS (Windows 10/11)
• Knowledge of endpoint devices: desktops, laptops, mobile devices
• Strong incident management and request fulfillment experience
• Ability to handle high-volume user calls and multitasking
• Excellent verbal and written communication skills

Competencies

• Customer service orientation
• Incident ownership and accountability
• Strong troubleshooting and problem-solving skills
• Ability to work in fast-paced, onsite support environments
• Effective stakeholder communication

Preferred Skills

• Experience supporting enterprise environments
• Exposure to VDI environments and mobility services
• Experience in Workplace Services or Endpoint Support teams
• ITIL knowledge or certification