Service Desk Technician I

Job title: IT service desk technician L1

Reports to: IT service desk Shift lead

Place of work: Remote

Job Description

  • Acts as the primary point of contact for providing customer support via phone, email, chat, and/or self-service.
  • Determines the best solutions for reported issues using information communicated by the client. Guides clients through the problem-solving process.
  • Escalates unresolved issues to the next level of support using well-established processes.
  • Records information about reported issues and their solutions in the ServiceNow database. Monitors and updates client statuses and information.
  • Provides accurate information about IT products or services. Escalates all customer feedback or suggestions to the appropriate internal team. Identifies and suggests possible improvements within procedures.
  • Collaborates with other members of the IT team and vendors.
  • Collaborates with other team members within the region.
  • Performing all other duties assigned by immediate managers

Health And Safety At Work

  • Knowledge of all procedures related to employee safety: reporting accidents and workplace injuries
  • Informing management about any issues that pose a risk to employees
  • Adherence to safety rules, fire regulations, and all legislation related to health and safety

Responsibilities

  • The employee is responsible for adhering to procedures regarding the confidentiality of information pertaining to:

This applies to all existing procedures at the time of employment, as well as any changes/modifications to procedures that may arise due to business needs or changes in legislation.

Employee Training And Development

  • The employee is required to participate in all training sessions defined as mandatory

Mandatory Qualifications

Educational Qualification: IV, Computer Science and Information Technology

Licenses/Certifications

Foreign Language Proficiency: English language

Years of Experience: Minimum 1 year

Desirable Qualifications

Previous experience in similar or related positions