L1 - Service Desk Technician - Remote

Overview

The L1 - Service Desk Technician provides technical support and assistance to customers remotely, ensuring client satisfaction and resolving customer issues effectively.

In Short

• 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 (primarily Windows) 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.

Requirements

• Experience – 0- 0.6 months in IT Support.
• Education – Any graduate.

Benefits

• Comprehensive benefits package including Medical Insurance Coverage.
• Group Term Life and Personal Accident Cover.
• Flexible leave policy to balance work life.
• Competitive compensation based on performance.
• Recognition for the value team members bring into the business.