Level 1 Service Desk Associate

Job Title:

• Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team.
• Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.
• Voice based Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.
• Escalation: Escalating complex technical issues to Level 2 support or relevant teams when necessary, while maintaining ownership of the incident.
• Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.
• Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times.
  

Qualifications

• Bachelor's degree in Computer Science or a related field.
• Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus.
• Previous experience in a Level 1 Service Desk role or similar IT support position.
• Proficiency in troubleshooting Windows and/or Mac operating systems.
• Strong verbal and written communication skills and a customer-oriented mindset.
• Ability to work under pressure and meet deadlines.