L1 IT Service Desk Agent

9 hours 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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