IT Service Desk L1 Agent

Description

Job Title: Level 1 Service Desk Agent

Department: IT Service Desk

Location: Pune, India or Monterrey, Mexico

Reports To: Service Desk Lead or Manager

Job Summary:

A Level 1 Service Desk Agent is the first point of contact for users seeking any assistance and support within an organization. This role involves providing excellent customer service while diagnosing and resolving basic service requests or technical issues. The primary objective is to interact with the users to ensure that IT-related requests are categorized properly, and incidents are addressed promptly and efficiently, minimizing downtime and disruption for end-users.

Key Responsibilities:

• Ticket Management:
• Create, log, and manage support tickets in the IT service management system.
• Prioritize and categorize tickets based on urgency and impact, ensuring a systematic approach to incident management.
• Follow up on open tickets and escalate as necessary to Level 2 or Level 3 support teams.
• User Support:
• Provide first-level technical support to end-users via phone, email, or chat.
• Respond to user inquiries and troubleshoot technical issues related to hardware, software, and network connectivity.
• Ensure a high level of customer satisfaction through effective communication and problem resolution.
• Basic Technical Troubleshooting:
• Assist users in resolving common hardware and software issues such as password resets, printer problems, and application errors.
• Walk users through basic diagnostic procedures and guide them to resolve straightforward technical problems.
• Documentation:
• Maintain accurate and detailed records of incidents, service requests, and resolutions.
• Contribute to the creation and updating of knowledge base articles for common issues and solutions.
• User Training and Education:
• Educate end-users on basic IT best practices, such as data security and password management.
• Provide guidance and assistance with common software applications.
• Communication:
• Keep users informed of the status and progress of their support requests.
• Collaborate with colleagues and support teams to ensure a coordinated response to incidents.
• Adherence to Service Level Agreements (SLAs):
• Ensure that support requests are resolved within established SLA timelines.
• Communicate proactively with users if SLAs cannot be met, providing an estimated resolution time.
• Continuous Improvement:
• Actively participate in training and development opportunities to enhance technical skills and knowledge.
• Provide feedback and suggestions for process improvements to enhance the efficiency of the service desk.
  

• High school diploma or equivalent; technical certification or IT-related degree is a plus.
• Strong customer service and interpersonal skills.
• Basic understanding of IT hardware, software, and networking concepts.
• Familiarity with common operating systems (e.g., Windows, macOS) and Microsoft Office applications.
• Excellent problem-solving and troubleshooting abilities.
• Effective communication skills, both written and verbal.
• Ability to work well under pressure and handle multiple support requests simultaneously.
  
  

• Knowledge of IT service management (ITSM) tools, such as ServiceNow, Remedy or ManageEngine.
• Experience in a service desk or help desk environment.
• IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified Desktop Support Technician).
  
  

• This is typically an office-based role, but remote work options may be available.
• The position may require on-call duties and flexibility in working hours, including evenings and weekends.