IT Service Desk-Level 1
Job Description
As an IT Service Desk, it will be your role as the primary point of contact to provide first level technical (L1) support and incident management in an efficient, personal and professional manner based on ITIL best practices.
Support will cover a range of computer hardware and software, telephony systems, mobile devices, remote desktop environments and other IT products, services and solutions. You must be able to adhere to standard processes to reach the ideal resolution for each issue. When a standard process isn’t available, you are able to translate your technical knowledge into actionable direction by working closely with others in your team to resolve or escalate issues promptly.
Key Tasks and Responsibilities
- Monitor and respond quickly and effectively to Level 1 incidents and requests received via phone, email and the Self Service Portal.
- Provide 1st level contact and deliver resolutions to customer reported issues and concerns.
- Deliver relevant and correct technical support on a case-by-case basis.
- Ensure proper recording, tracking, routing, redirection and closure of incidents/problem and requests
- Properly prioritize and escalate unresolved queries as required to the next level support to ensure customer satisfaction.
- Liaise with customers, provide feedback and follow queries through to resolution.
- Perform Level 1 administration tasks such as Active Directory administration and support, or administration of other key business platforms.
- Recommend procedure modifications or improvements.
- Proactively preserve and improve your knowledge of IT Service Desk procedures.
- Detect and report increasing trends, unusual activity or repeated activity.
- Document and share processes and knowledge with peers, superiors, and customers.
- Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
- Adhere to Key Performance Indicators and Service Level Agreements.
- Able to follow up with customers in providing feedback and look at incidents/problems through to resolution.
Qualifications
Technical Skills and Experience
- 2-3 years prior experience in providing first level remote IT support in a domain environment.
- Highly familiar with end user support and Active Directory.
- Prior experience supporting Microsoft Windows 10.
- Experience supporting Microsoft Office Professional or O365 environments.
- Wired and wireless network support and troubleshooting.
- Diverse peripheral management and troubleshooting.
- Understanding of a business' technical infrastructure from firewall to desktop.
- Previous experience using an ITSM platform (JIRA).
- Previous experience using and contributing to a technical knowledge base.