Diversified | Service Desk Agent Tier I

1 day ago

Bengaluru, India Diversified Full time
Job Summary:
Service Desk Pulse Tier I Agent plays a crucial role in Proactive Monitoring and Incident Resolution, offering first level support and is responsible for detailed review of proactively created incidents as a technical subject matter expert. The associate will closely work with Tier II, Tier III and other departments to identify, diagnose, and resolve technical issues promptly.
Primary Duties and Responsibilities:
Proactive Monitoring: Continuously monitor client end systems to ensure they are functioning optimally and identify any potential issues before they impact operations.
Incident Management: Log, track, and manage incidents using the designated ticketing system, ensuring all details are accurately documented.
Issue Diagnosis and Resolution: Quickly identify, diagnose, and resolve technical issues, escalating to higher-level support when necessary.
System Maintenance: Assist in routine maintenance tasks and system updates to ensure the continued reliability and performance of technology systems.
Collaboration : Work closely with Tier II, Tier III and other departments to address complex issues and implement solutions.
Client Communication : Maintain clear and professional communication with clients, keeping them informed about the status of their issues and any necessary follow-up actions.
Training and Development : Participate in ongoing training and professional development opportunities to stay current with industry best practices and technological advancements.
Service Requests : Handle client service requests efficiently, ensuring timely completion and client satisfaction.
System Monitoring Tools : Utilize various monitoring tools and software to keep track of system performance and health.
Security Compliance : Ensure that all actions comply with company security policies and procedures to protect client data and system integrity.
Knowledge Base Contribution : Contribute to and maintain a knowledge base of solutions and best practices to aid in quick resolution of recurring issues.
SLA Adherence : Ensure that all support activities comply with established Service Level Agreements (SLAs) and performance metrics.
Diversified NOC
Complexity:
Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.
Decision making authority:
Accountable for identifying issues that need to be escalated to Tier II, Tier III, Management or other internal parties.
Job Qualifications:
Education/Certifications:
High School diploma or Graduation.
Certifications pertinent to technology area(s) of expertise (preferred), such as-
IT/Networking- Cisco CCNA/CCNP Router Switch/Security; CompTIA Network+;
Collaboration – Zoom; Webex, CCNA/CCNP Collaboration
Required Knowledge, Experience and Skills:
2+ years working in a customer service-based role.
Advanced level troubleshooting skills specific to technology area(s) of expertise, such as-
Network Monitoring software.
Understanding of Network protocols and best practices.
Ability to solve problems and deal with variables in situations where limited standardization exists.
Ability to provide an excellent customer experience to clients.
Open to feedback and direction
Accountable, reliable and takes ownership.
Proficient with Microsoft Office Suite.
Exceptional interpersonal & communication skills.
Strong attention to detail.
Ability to quickly switch between tasks and work under pressure with excellent results.
Ability to work both independently and within a team.
Excellent organizational skills & ability to maintain accurate records
Ability to work in stressful situations.
Ability to meet deadlines.
Desired Knowledge, Experience and Skills:
Experience with audio-visual, corporate video, and/or IT-related systems.
Experience with ticketing systems (ConnectWise, Salesforce, Service Now, Remedy, Zendesk, etc)
Experience with ERP and/or CRM applications.

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