Level 1 Service Desk Agent

Job Description :

We are seeking highly skilled and dedicated Level 1 (L1) Service Desk Agents to provide 24x7 support to our users. The ideal candidates will have excellent communication skills in multiple languages and experience in managing IT inquiries through various communication channels. They will also develop and maintain processes for workload management and KPI/SLA measurement.

Responsibility:

• Receive and respond to IT inquiries and support requests 24x7, ensuring prompt and efficient service delivery.
• Provide support through multiple communication channels, including email, phone calls, and Self-Service Portal (Web form/chat/AI chatbot).
• Develop processes for managing the team, sharing workload, and measuring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Communicate effectively in English as the primary language and provide support in English, Hindi, and Tamil.
• Diagnose and troubleshoot basic technical issues related to software, hardware, and network connectivity.
• Resolve Level 1 IT issues and escalate more complex problems to higher-level support as needed.
• Document incidents and resolutions in the ITSM tool, ensuring accurate and up-to-date records.
• Deliver excellent customer service, maintaining a professional and empathetic demeanor in all interactions.
• Follow up with users to ensure their issues have been resolved satisfactorily.
• Participate in training sessions and team meetings to stay updated on new processes and technologies.
• Contribute to the continuous improvement of service desk operations by providing feedback and suggestions.

Requirements:

• Minimum 2 to 5 years of experience in IT Service Management, with a focus on service desk or IT support role.
• Familiarity with ITIL framework and processes.
• Experience with ticketing systems like ServiceNow, Zendesk, or JIRA, and remote support tools.
• Good communication skills and ability to work collaboratively in a team environment.
• Familiarity with KPI and SLA measurement and reporting using ServiceNow dashboards.

Skills Required
Itil Framework, Sla Management, KPI Reporting