Job Description
Role : Service desk L1 Analyst
About the Role:
Responsibilities:
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Through phone calls, chats or emails provide assistance in troubleshooting and fixing diverse hardware, software, network, and application issues with a bias on customer engagement.
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Provide users with concise, clear, and polite help while maintaining a positive professional attitude.
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Ensure all service requests are recorded in detail by tracking their resolution progress religiously.
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Escalate complex issues to Level 2 or Level 3 support analysts as needed making sure there is a seamless handoff.
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Research about new technologies and solutions which will improve your troubleshooting skills
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Stick to well-known service desk systems, policies as well as quality standards.
Qualifications:
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Must have worked for at least two or three years in a technical support position or have an excellent understanding of computers and technology.
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Able to communicate effectively through written (emailing) and verbal (phone calling) means; also has good interpersonal relations that can be displayed during phone conversations/chatting sessions concerning inquiries made from clients’ side
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Coping with stress without supervision whilst independently solving problems fast in a busy setting should be your attributes
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A strong user-focused approach aimed at beating the latter’s satisfaction criteria as this would produce higher FCR rates;
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Sufficient Computer literacy including Office suite usage
Quick learner.
Good to have:
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Experience with service desk tools like ServiceNow or Jira.
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A+ or similar technical certifications
Additional Information
All your information will be kept confidential according to EEO guidelines.