Diversified | Service Desk Agent Tier I

2 days ago

bangalore, 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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