L1 Service Desk Agent

3 days ago


India SWITS DIGITAL Private Limited Full time

Job Description Job Title: L1 Service Desk Agent Location: Dubai Experience : 3 - 5 Years Job Summary We are looking for a proactive L1 Service Desk Agent to serve as the first point of contact for IT support requests. The role involves handling incidents and service requests via phone, email, or ticketing tools, performing basic troubleshooting, and escalating issues when needed. Key Responsibilities - Serve as the initial point of contact for all IT-related user issues and requests. - Record, categorize, and prioritize incidents in ITSM/ticketing tools (e.g., ServiceNow, ManageEngine). - 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. - Maintain communication with users to provide status updates. - Ensure all tickets are logged, updated, and closed according to SLA. - Support remote users using remote desktop tools (AnyDesk, TeamViewer). Required Skills And Experience - 35 years in IT Service Desk or Desktop Support roles. - Basic knowledge of Windows OS, MS Office Suite, and Active Directory. - Familiarity with IT ticketing and remote support tools. - 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 certifications are advantageous. Soft Skills - Excellent communication and customer service skills (English and Arabic). - Ability to remain calm under pressure and prioritize tasks. - Strong problem-solving attitude and eagerness to learn. - Willingness to work in shifts (24x7 environment if required).


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