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IMS Service Desk Analyst L1
Job description
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).
Qualification
Skills & Ability
• Proven experience in a customer-facing IT support role.
• Strong knowledge of Windows and macOS operating systems.
• Proven experience in SQL.
• Familiarity with software applications and troubleshooting techniques.
• Basic understanding of networking principles and IT infrastructure.
• Excellent problem-solving and communication skills.
• Strong organizational skills and attention to detail.
• Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus.
Desirable
• Insurance industry experience.
• Understanding of automation technologies.
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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