Level 1 Service Desk Agent

Job Description

Job Description :

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.