▷ [Only 24h Left] L1 IT Service Desk Agent

2 weeks ago

Chennai, India FutureX Full time
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.

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