L1 - Service Desk

Provide technical support & assistance to customers remotely, troubleshoot and configure desktop hardware and software, and communicate effectively to understand and resolve customer issues.

Requirements

• Serve as the first point of contact for customers seeking technical assistance via phone, chat, and email.
• Provide core IT support to global clients in a 24/7 rotational shift environment.
• Troubleshoot and configure desktop hardware, peripherals, and mobile devices.
• Perform remote diagnostics and guide users through problem-solving steps.
• Install, configure, and troubleshoot operating systems and software applications.
• Create and document real-time tickets, ensuring tasks are completed within defined SLAs.
• Escalate unresolved issues to higher-level support as needed.
• Maintain accurate logs of issues, resolutions, and customer interactions.
• Communicate effectively within a team using chat platforms like Microsoft Teams and Skype.
• Deliver excellent customer service with strong communication and multitasking skills.
• Suggest improvements to procedures and knowledge base articles based on customer feedback.

Benefits

• Medical Insurance Coverage
• Group Term Life and Personal Accident Cover
• Flexible leave policy