Service Desk L2

**Description**

Job Title: L2 Service Desk

Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones - First Choice for IT.TM

Position Overview:
To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest. To ensure user queries or issues are captured, validated, and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.

What you’ll do as the (L2 Service Desk)

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Experience in Core IT Support, Addressing Clients Worldwide
- Experience troubleshooting and configuring desktop hardware and associated peripherals.
- Experience In Multi-Factor Authentication & RSA SecurID
- Experience In Virtual Desktop Instances (Oracle / Citrix)
- Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype)
- Experience in ServiceDesk Ticketing Tool - ServiceNow.
- Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting.
- Experience working in a fast-paced environment.
- Strong customer service experience.
- Excellent communication skills.
- Ability to perform tasks within SLA’s.
- Receives and handles break-fix issues of VIP Users, following agreed procedures.
- Systematically interprets user problems and identifies solutions and possible side effects.
- Uses experience to address user problems and interrogates knowledgebase for potential solutions.
- Escalates complex or unresolved incidents.
- Records and tracks escalated issues from outset to conclusion.
- Maintains records, informs users about the process, and advises relevant stakeholders of actions taken, in case of escalated or priority tickets.
- Acts as the routine contact point, receiving and handling requests for support.
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Assists with the development or correction of KB’s & Tech / Support documents.

What you will bring to the team:
Qualifications:
Graduate in any discipline

Certification - ITILv4 preferred.

**Experience**:

- Exposure - Medium to large scale projects
- Experience - 4-5 years in IT Support
- To provide technical support & assistance to VIP / priority users remotely.
- To ensure client satisfaction and ability to resolve customer issues at first contact.
- Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest.
- As an SME, support the L1 agents to resolve issues faster.
- Foster & guide Level 1 agents and provide necessary training as and when necessary.

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.