Service Desk Associate: L1 Support 19J25

As a Service Desk Associate for L1 Support, you will be at the forefront of delivering exceptional IT support within an organization. Your primary responsibility will be to provide first-level technical support to end users, ensuring that their IT issues are resolved promptly and effectively. You'll work in a dynamic environment where customer service and technical knowledge intersect, making your role crucial for maintaining operational efficiency. In this position, you will act as the first point of contact for all IT service desk inquiries, managing and resolving issues related to both hardware and software. You'll be responsible for escalating cases requiring more in-depth troubleshooting to higher support tiers. Your role will also involve documenting all issues and solutions in a ticketing system, ensuring a seamless and efficient IT service experience for all users.

Responsibilities

• Provide first-level technical support, troubleshooting hardware and software issues for end users.
• Respond promptly to service requests and inquiries received through various communication channels.
• Accurately document all support inquiries, issues, and resolutions within the ticketing system.
• Identify, diagnose, and resolve technical issues while adhering to company protocols.
• Escalate complex issues to higher-level support teams for further investigation and resolution.
• Maintain an updated knowledge base of technical issues and resolutions for reference by the support team.
• Collaborate with team members and other IT departments to ensure seamless support and service delivery.
• Participate in training sessions to stay updated on new systems, software, and protocols.
• Provide excellent customer service by effectively communicating technical solutions in a user-friendly manner.
• Assist in monitoring system performance and reporting any security or operational issues.
• Contribute to continuous improvement initiatives within the service desk team.
• Ensure adherence to ITIL processes and company-specific IT policies and procedures.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Proven experience in a technical support role, preferably in a service desk environment.
• Strong knowledge of operating systems, hardware, and software troubleshooting.
• Experience with ticketing systems and remote desktop support tools is essential.
• Excellent verbal and written communication skills, with a customer-focused approach.
• Ability to work effectively under pressure and manage multiple priorities simultaneously.
• Willingness to work in shifts that may include nights and weekends.