Jr. Customer Service Executive - Network Operations & Support

Desktop Engineer (IT Operations & Infrastructure)

Role Purpose

We are looking for a L1 Service Desk Engineerserves as the initial point of contact for users experiencing technical issues, providing first-level support for common software and hardware problems through various channels like phone, chat, and email.Key responsibilities include diagnosing and troubleshooting user-reported issues, escalating complex problems to L2/L3 support, documenting incidents, providing status updates, and ensuring a positive user experience by following Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles.Essential skills for this role are strong communication, customer service, problem-solving, and familiarity with operating systems, hardware, and common IT tools.

L1 Support for all sites and office tasks: Video Conferencing, Laptops/Desktops, Wi-Fi, Office software, PS, MFD Printers etc.

Other IT management tasks Connectivity, Internet links etc

Key Responsibilities / Accountabilities

• First Point of Contact:

Serve as the initial contact for end-users reporting technical difficulties, providing a courteous, helpful, and friendly support experience.

• Self-Service Support:

Create, update, and maintain self-help resources such as knowledge base articles and documentation to help users resolve their own issues.

• Issue Resolution:

Diagnose and resolve basic hardware and software problems, and provide clear, step-by-step instructions to users on how to fix them.

• Incident Management:

Address, document, and work on incidents assigned to the service desk team using aService Desk Management application.

• User Account Management:

Perform basic user account management tasks, such as handling user access requests.

• Escalation:

Properly escalate unresolved issues to the appropriate higher-level support teams (L1, L2, etc.) and follow up until resolution.

• Record Keeping:

Maintain accurate records of customer interactions, support issues, and resolutions in the ticketing system for future reference and analysis.

• Adherence to SLAs:

Work in accordance with establishedService Level Agreements (SLAs),ensuring that tickets are addressed and resolved within the defined timeframes.

• Professional Development:

Engage in continuous self-training and development to enhance technical skills and knowledge, staying updated on new technologies and tools.

Qualifications and Experience

• Communication:

Excellent verbal and written communication skills to interact effectively with users and document issues clearly.

• Technical Skills:

Strong knowledge of Windows and Mac operating systems, Microsoft Office suite, Outlook, and common desktop applications.

• Problem-Solving:

Demonstrated ability to identify, diagnose, and resolve technical issues efficiently.

• Customer Service:

A strong commitment to providing excellent customer service and a high level of user satisfaction.

• ITILKnowledge:

Familiarity with the ITIL framework and its associated concepts, such as incident management and service catalog management.

• Basic Networking:

Awareness of basic networking concepts, including TCP/IP, DNS, and VPNs.

• Adaptability:

Flexibility to work in a dynamic environment, potentially with rotating shifts and holidays, to ensure continuous support.

Qualification Certifications

Any bachelors degree with good communication skills.