Service Desk Associate: L1 Support 26N25

As a Service Desk Associate: L1 Support, your primary role will involve providing first-level IT support to users by diagnosing and resolving issues with hardware, software, and network systems. You will be the frontline of IT support, responsible for managing and resolving client-reported inquiries and incidents. This position requires excellent communication skills, as you will be interacting with users to provide timely assistance via phone, email, or chat. Your ability to troubleshoot, document incidents accurately, and escalate complex issues when necessary is essential to maintaining efficient IT operations. With a professional demeanor and a solution-oriented attitude, you will play a crucial role in ensuring user satisfaction and maintaining the integrity of IT services within the organization.

Responsibilities

• Provide prompt and efficient first-level IT support for hardware issues.
• Resolve software-related technical issues through effective troubleshooting techniques.
• Respond to user inquiries via phone, email, or chat in a timely manner.
• Document and track all reported incidents and service requests diligently.
• Escalate unresolved or complex issues to the appropriate technical team.
• Maintain accurate records of user interactions and technical incidents.
• Assist users with connectivity problems by diagnosing network-related issues.
• Perform basic user administration tasks, including account creation and password resets.
• Stay updated with IT policies, procedures, and service management processes.
• Collaborate with other team members to ensure superior IT service delivery.
• Proactively identify and report recurring problems to improve support processes.
• Contribute to the development of support documentation and knowledge base articles.

Requirements

• High school diploma or equivalent; relevant certifications are a plus.
• Experience in a customer service or IT support role is preferred.
• Strong proficiency in troubleshooting basic hardware and software issues.
• Excellent verbal and written communication skills for effective interaction.
• Familiarity with incident management systems and service desk tools.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Customer-oriented approach with a focus on exceeding user expectations.