L1 Service Desk

Duties and Responsibilities:

• First point of contact for users encountering technical difficulties or needing assistance with a company's products or services through all communication methods (Tickets, Email, Chat and Phone).
• Identifying and diagnosing problems; gather information about the issue, understand the symptoms, and try to pinpoint the cause.
• resolve common problems using established troubleshooting procedures and knowledge base resources.
• Escalating complex issues: If the problem is beyond their expertise, they document the issue clearly and escalate it to higher levels of support (L2)
• Logging interactions and creating tickets: L1 agents track all interactions with users by logging them in a ticketing system.
• Customer service: Providing a positive and professional experience is key, even when users are frustrated.
• Knowledge Base Management: create/modify and manage Knowledge Bases (KBs) for new and existing products and/or coordinate with concerned L2 or application teams to get the KBs updated.
• Own the asset management process, standard asset tool and managed asset tracking requirements, regardless of location.
• Manage the complete lifecycle of hardware assets – planning, procurement, retirement and disposal, compliance, and usage optimization.

Technical Requirements:

• 1-3 Years of Experience.
• Excellent Command of Microsoft Windows and Microsoft Office Suite Apps.
• Very Good Command of Apple MacOS.
• Very Good Command of Microsoft Active Directory.
• Good Command of Microsoft 365 Services.
• Fair Command of Microsoft Azure.
• Good Command of Networks is a plus.

Non- Technical Requirements:

• Very Good Command of English Language required.
• Willing to work in a 24/7 IT Support team with rotational shifts and vacations.
• Customer Oriented and ability to work under pressure and with multi-cultured end-users’ environment.