Level 1 Agent

job summary :

The Service Desk Analyst is responsible for answering customer calls, chats and emails. While documenting each interaction in our ticketing system. The analyst will use the information gathered to diagnose and resolve all requests remotely. This includes supporting a wide range of software, hardware, networks, and servers.

responsibilities : Required Skills -

• Great personality and highly motivated achiever
• strong customer service support skills
• Dependable and Reliable with the ability to work independently while remote
• Motivated individual who loves to learn new processes
• A team player who enjoys working in a team environment

Job Duties -

Training onsite for 2 weeks)

Supporting the customer via inbound interactions (ex : calls, chats, e-mails, voicemail, phone system-prompted callbacks, and user submitted tickets)

Accurately logging, ticketing, and tracking all interactions with the users

Accurate, timely, and professional follow-up and resolution for all supported issues

Accurately following instructions (team documentation and knowledge base articles) on processes and procedures

Using the tools provided offer remote assistance to diagnose and solve client issues

Collaborate with the Service Desk team to ensure proper resolution or escalation of tickets

Accurate escalation of tickets per instructions (team documentation and knowledge base articles)

Regular (minimum daily) follow-up on all assigned tickets

Quick identification and accurate processing of high priority issues

Skills and Qualifications :

Proficient in Microsoft Windows and Office

Familiar with Mac and iOS

Familiar with Active Directory and Bomgar

Familiar with ServiceNow

Able to follow detailed processes with written and verbal instruction

Able to learn new software systems quickly and accurately

Able to type at least 40 words per minute

Able to perform under high pressure environment

Dependable and punctual

Problem solving using available resources to solve a user's issue

Ability to communicate and interact at all levels of the organization (senior IT down to the non-technical staff)

Experience troubleshooting Windows-based computers

General awareness of computer systems and network management

Experience with the following systems is preferred :

o Active Directory

o Microsoft Office (Outlook, Word, Excel, Teams, and SharePoint)

o Google Workspace (formerly G Suite)

o iOS and Android Device Support is a plus, but not required

Job Requirements -N / A

Desired Skills & Experience -N / A

qualifications :

Experience level : Experienced

Minimum 2 years of experience

Education : High School

skills :

Telecom