L1 Service Desk Agent In Abudhabi-onsite
3 weeks ago
Familiarity with IT ticketing tools and remote support tools (e.g., Any Desk, Team Viewer).
Good understanding of ITIL processes and incident lifecycle.
Preferred Qualifications: Diploma or Bachelor's Degree in IT, Computer Science, or related field.
ITIL Foundation certification is a plus.
A+ / MCSA / HDI certification is advantageous.
Job Summary: We are looking for a proactive L1 Service Desk Agent to be the first point of contact for IT support requests.
The role involves handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.
Key Responsibilities: Serve as the initial point of contact for all IT-related user issues and requests.
Record, categorize, and prioritize incidents in the ITSM/ticketing system (e.g., Service Now, Manage Engine).
Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
Reset passwords, unlock accounts, and assist with access-related issues.
Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
Maintain communication with users to provide status updates and follow-ups.
Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
Support remote users using remote desktop tools.
If interested, please send an updated CV to soumya@crysol.com along with the following details Total experience: Current Salary: Expected Salary: Notice Period: Current Location: Crystal Solutions Leading Recruitment Service Provider Soumya Seenik Team Lead-Talent Acquisition Specialist Website : www.crysol.com
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