Sr Analyst

Job Summary

Hiring is for GEORGIAN language. In drop down it was not an option, hence choose generic skill cluster. The L1 Service Desk Analyst provides first-level IT support to end users, delivering timely resolution of incidents and service requests in the Georgian language, ensuring high customer satisfaction and adherence to SLA targets.

Key Responsibilities

Provide Level 1 support via phone, email, chat, or ticketing tools in Georgian. Log, categorize, and prioritize incidents/requests in the ITSM tool (e.g., Service Now). Perform initial diagnosis and troubleshooting for common IT issues (password resets, access issues, basic hardware/software problems). Ensure first call resolution (FCR) wherever possible. Escalate unresolved issues to L2/L3 teams with proper documentation. Monitor and manage tickets to meet SLA/OLA targets. Communicate clearly with end users, providing regular status updates. Maintain knowledge base articles and contribute to continuous improvement

Skill Requirements

Fluent in Georgian and English (spoken and written). Basic understanding of ITIL framework and Service Desk operations. Knowledge of Windows OS, Office 365, network basics, and common enterprise applications. Strong communication and customer handling skills. Ability to work in a 24x7 shift environment (if required). Experience with ITSM tools (e.g., Service Now, Remedy) is preferred

Other Requirements

First Call Resolution (FCR) SLA Compliance (Response & Resolution) Customer Satisfaction (CSAT) Ticket Quality & Documentation Average Handling Time (AHT) Acts as the first point of contact for users in the Georgian region. Enhances user experience through localized language support. Drives operational efficiency by reducing escalations and improving resolution times