Associate Tech Svc Desk - L1
5 Minutes ago • Upto 1 Years
IT & Infrastructure
Job Description
This role involves providing routine first-line technical support, troubleshooting hardware, software, and connectivity issues, and escalating complex problems. Responsibilities include managing tickets to closure, fulfilling service requests, and contributing to the Service Desk knowledge base, all while adhering to SLAs. Candidates should have a high school diploma and less than one year of experience in the area of responsibility.
Must Have:
- Perform routine support duties with guidance.
- Assist with first line user support.
- Troubleshoot hardware, software and connectivity issues.
- Escalate complex issues to 2nd and 3rd level resolver teams.
- Coordinate and fulfill end-user service requests.
- Ensure tickets are managed to closure.
- Comply with Service Desk, desktop, peripheral, connectivity and security policies and procedures.
- Contribute to continuous improvement of the Service Desk knowledge base.
- Deliver results in support of the organization's SLAs.
- High School diploma or GED required.
- Less than 1 year of experience in area of responsibility.
What success looks like in this role:
- With guidance, performs routine support duties, including:
- Assisting with first line user support by guiding users through the necessary steps to restore functionality,
- Troubleshooting hardware, software and connectivity issues using remote access tools
- Escalating complex issues to 2nd and 3rd level resolver teams, and
- Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests.
- Ensures tickets are managed to closure and keeps users / clients updated on status and progress.
- Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures.
- Contributes to continues improvement of the Service Desk knowledge base.
- Delivers results in support of the organizations SLAs.
- Assists with special projects as assigned
You will be successful in this role if you have:
High School diploma or GED required
Generally, less than 1 years’ experience in area of responsibility
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