HYBRID Set Up: Service Desk / Technical Support / IT Support

Summary:
The Service Desk Agent L1 is the first point of contact for customers and employees seeking technical assistance. This role involves providing support for IT-related issues, troubleshooting problems, and ensuring that all service requests are resolved efficiently and effectively. The Service Desk Agent will work closely with other IT teams to escalate complex issues and ensure a high level of customer satisfaction.

• Key Responsibilities:
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for End Users.
• Route Tickets to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Provide End User account support.
• Use ServiceNow to document and manage problems and work requests and their respective resolutions and circumventions.
• Respond to telephone calls, email, instant messages, and assigned Tickets from End Users; assign work orders / Incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with End Users, including problem recognition, logs, research, isolation, resolution, follow-up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
• Escalate complex problem to appropriate support specialists.
• Be responsible for activities relating to the account set up approved to PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate, and prioritize End User problems and complaints.
• Train End Users and operators on a limited basis and/or write training procedures.
• Participate in on-going training and departmental development.
• Participate in routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations, and diagrams.
• Provide knowledge transfer of end user compute operations.

Technical Requirements

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.

Soft Skills:

• Fluently communicate, read, and write in English to the standard of a native English Speaker.
• Excellent communication and conversation skills (verbal and written).
• Excellent documentation skills.
• Great customer handling skill.
• Able to handle unforeseen situations.
• High level of acceptance.
• Can drive Supplier’s value and its methodology.

Working Conditions:

-  This role may require working in 24/7 shifts, including evenings, weekends, and holidays.

• Hybrid

Reports To:
Service Desk Manager or IT Support Manager