Service Desk Associate: L1 Support (225-1004)

As a Service Desk Associate for Level 1 Support, you will be the first point of contact for end-users seeking technical assistance. Your primary role is to provide prompt and efficient assistance, ensuring that all requests are handled with the utmost professionalism. You will be responsible for troubleshooting basic technical issues over the phone, via email, or through chat. This role demands a high level of customer service as you will need to quickly diagnose and offer solutions or escalate issues to higher-level support when necessary. You will work in a fast-paced environment, requiring strong communication skills, a proactive stance in problem-solving, and a cooperative approach in team settings.

Responsibilities

• Respond to customer inquiries through phone, email, or chat with professionalism and courtesy.
• Accurately log customer queries, complaints, and their corresponding resolutions in a service management system.
• Provide first-line technical support to identify and resolve issues related to software and hardware.
• Escalate unresolved issues to the next level of support in a timely manner.
• Maintain a high level of customer satisfaction through proactive communication and response.
• Follow up with customers to ensure their technical issues are fully resolved and provide updates.
• Assist in creating user documentation and support guides for common technical issues.
• Contribute to team meetings and provide feedback on process improvements and efficiencies.
• Gain and maintain a high level of product knowledge to provide accurate support information.
• Address recurring technical issues by identifying trends and suggesting improvements.
• Ensure compliance with company protocols and service-level agreements (SLAs).
• Participate in regular training sessions to enhance technical skills and service delivery capabilities.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 1 year experience working in a technical support or customer service role.
• Exceptional communication skills, both verbal and written, in English.
• Adept at diagnosing and resolving basic technical issues with keen problem-solving skills.
• Experience using service management software and remote support tools is advantageous.
• Ability to work in a collaborative team environment and adhere to structured processes.
• Availability to work flexible hours as required, including potential weekends or evenings.