L1 - Service Desk

Provide technical support and assistance to customers remotely, troubleshoot and configure desktop hardware and software, and maintain accurate logs of issues and customer interactions.

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
• Personal Accident Cover
• Flexible Leave Policy