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L1 IT Service Desk Agent
1 month ago
Job Summary:The L1 IT Service Desk Agent is responsible for providing first-line technical support and troubleshooting for end-users, ensuring prompt resolution of IT issues, and delivering exceptional customer service. This role involves handling service requests, incident management, and escalating unresolved issues to the appropriate teams while maintaining a high level of professionalism and efficiency.Key Responsibilities:Technical Support & Troubleshooting:Act as the first point of contact for all IT-related issues via phone, email, chat, or ticketing system.Troubleshoot and resolve common technical problems, including hardware, software, network, and peripheral issues.Provide step-by-step technical assistance to users for basic IT tasks such as password resets, account unlocks, and connectivity issues.Incident and Service Request Management:Log and track all incidents and service requests in the IT Service Management (ITSM) system.Prioritize and manage multiple open issues simultaneously to meet agreed service levels (SLAs).Escalate unresolved issues to the appropriate L2/L3 support teams or other technical experts.Customer Service:Communicate effectively with end-users, ensuring they are updated on the status of their requests.Maintain a professional and customer-centric approach while resolving user issues.Provide guidance on IT policies, procedures, and best practices.Knowledge Management:Document solutions and troubleshooting steps in the knowledge base for future reference.Contribute to the creation and maintenance of service desk documentation and FAQs.Monitoring & Reporting:Monitor IT systems and alerts, identifying potential issues and taking proactive action to prevent downtime.Required Skills and Qualifications:Education:Associate's degree in IT or related field preferred.Relevant certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.Technical Skills:Knowledge of Windows, macOS and IOS operating systems.Familiarity with M365 Entra, On Premise Active Directory, and basic networking concepts.Experience with ITSM tools. (Manage Engine SD+ is preferred)Soft Skills:Strong problem-solving and analytical skills.Excellent verbal and written communication skills.Ability to remain calm and composed under pressure.Experience:2–3 years of experience in an IT support role.Key Competencies:Customer focus and empathy.Attention to detail.Time management and multitasking abilities.Adaptability and eagerness to learn new technologies.Work Environment:May involve rotating shifts, including longer hours and weekends, to provide extended hours IT support.Work in a fast-paced environment, handling multiple requests simultaneously.
