L1 - Service Desk

Description

Company Overview:

When it comes to IT solution providers, there are many choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's only one: Zones – First Choice for IT.TM

Zones is a global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that transform the way business operate ensuring whatever they need, they can consider it done, follow Zones, LLC on Twitter (Zones), LinkedIn, and Facebook.

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 (L1- Service Desk):

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for customers seeking technical assistance via phone, chat, and email.
• Provide core IT support to global clients in a 24/7 rotational shift environment.
• Troubleshoot and configure desktop hardware, peripherals, and mobile devices.
• Perform remote diagnostics and guide users through problem-solving steps.
• Install, configure, and troubleshoot operating systems (primarily Windows) and software applications.
• Create and document real-time tickets, ensuring tasks are completed within defined SLAs.
• Escalate unresolved issues to higher-level support as needed.
• Maintain accurate logs of issues, resolutions, and customer interactions.
• Communicate effectively within a team using chat platforms like Microsoft Teams and Skype.
• Deliver excellent customer service with strong communication and multitasking skills.
• Suggest improvements to procedures and knowledge base articles based on customer feedback.
• Demonstrate a solid understanding of computer systems and basic technical issue resolution.

What you will bring to the team:

• Experience – months in IT Support
• Education – Any graduate

Zones offers a comprehensive Benefits package:

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