Service Desk L1

As a Service Desk Engineer L1 at Base8, you will play a vital role in providing technology and business consulting services to clients in the US and Canada. In this position, based in Hyderabad, you will collaborate closely with the team in the United States using various communication channels like video chat, instant messaging, email, and phone calls, as well as our software platform. Your role will require exceptional English communication skills, both written and oral, as you will be responsible for documenting all activities and interactions in the IT Service Management Tool, ServiceNow. You will utilize the knowledge base within ServiceNow to address known errors and facilitate issue resolution efficiently. Additionally, you will handle customer support tasks related to mobile device activations, advanced troubleshooting, and customer orders through portals. As a Service Desk Specialist, you will focus on resolving complex issues and assisting customers with unique processes. You will demonstrate a solid grasp of contractual objectives and Service Level Agreements (SLAs) while managing a variety of support channels, including phone and email support. Your responsibilities will also include providing IT support for multiple technologies, mainly Microsoft products, to a broad user base. To excel in this role, you should possess 2-3 years of experience as a Service Desk Analyst in a similar environment, along with a relevant IT-related qualification. Proficiency in Windows, Active Directory, Office 365, and troubleshooting tools is essential. Familiarity with ITIL Service Management best practices and professional IT certifications like Microsoft MCP, MCSA, MCSE, or equivalents will be advantageous. Being detail-oriented, following established processes, and adapting to diverse situations are key qualities that will contribute to your success in delivering superior service to clients. Your willingness to work night shifts and collaborate effectively with clients from different regions, such as the US, UK, Canada, and Australia, will be critical in meeting Base8's goals and exceeding client expectations.,