L1 IT Service Desk Agent

Job Summary: The L1 IT Service Desk Agent is responsible for providing first-line technical support and troubleshooting for end-users, ensuring prompt resolution of IT issues, and delivering exceptional customer service. This role involves handling service requests, incident management, and escalating unresolved issues to the appropriate teams while maintaining a high level of professionalism and efficiency. Key Responsibilities: Technical Support & Troubleshooting:

• Act as the first point of contact for all IT-related issues via phone, email, chat, or ticketing system.
• Troubleshoot and resolve common technical problems, including hardware, software, network, and peripheral issues.
• Provide step-by-step technical assistance to users for basic IT tasks such as password resets, account unlocks, and connectivity issues.

• Log and track all incidents and service requests in the IT Service Management (ITSM) system.
• Prioritize and manage multiple open issues simultaneously to meet agreed service levels (SLAs).
• Escalate unresolved issues to the appropriate L2/L3 support teams or other technical experts.

• Communicate effectively with end-users, ensuring they are updated on the status of their requests.
• Maintain a professional and customer-centric approach while resolving user issues.
• Provide guidance on IT policies, procedures, and best practices.

• Document solutions and troubleshooting steps in the knowledge base for future reference.
• Contribute to the creation and maintenance of service desk documentation and FAQs.

• Monitor IT systems and alerts, identifying potential issues and taking proactive action to prevent downtime.

• Associate’s degree in IT or related field preferred.
• Relevant certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.

• Knowledge of Windows, macOS and IOS operating systems.
• Familiarity with M365 Entra, On Premise Active Directory, and basic networking concepts.
• Experience with ITSM tools. (Manage Engine SD+ is preferred)

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to remain calm and composed under pressure.
• Experience:
• 2–3 years of experience in an IT support role.

• Customer focus and empathy.
• Attention to detail.
• Time management and multitasking abilities.
• Adaptability and eagerness to learn new technologies.

• May involve rotating shifts, including longer hours and weekends, to provide extended hours IT support.
• Work in a fast-paced environment, handling multiple requests simultaneously.