L1/L1.5 Service Desk

Key Responsibilities

• Provide first-level IT support via phone, email, chat, and ticketing systems.
• Handle inbound support calls and deliver excellent customer service while resolving technical issues.
• Troubleshoot and resolve basic hardware, software, and connectivity issues for end users.
• Support users with password resets, account lockouts, email issues, printer issues, VPN connectivity, and application troubleshooting.
• Escalate unresolved technical issues to higher-level support teams when necessary.
• Create, update, and manage tickets within the IT service management system.
• Aid with Windows OS troubleshooting, Microsoft Office / Microsoft 365 support, and basic network troubleshooting.
• Provide remote support using remote desktop tools and follow established troubleshooting processes.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Ensure timely follow-up with users and maintain high customer satisfaction levels.

Required Skills & Qualifications

• 1 4 years of experience in IT Support, Service Desk, or Help Desk environments.
• Excellent verbal communication skills with confidence in handling phone-based technical support.
• Strong knowledge of Tier 1 troubleshooting methodologies.
• Experience supporting Windows operating systems, printers, email clients, and common business applications.
• Basic understanding of Active Directory, user account management, and password administration.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or similar platforms.
• Basic knowledge of networking concepts such as DNS, VPN, Wi-Fi, TCP/IP, and remote connectivity troubleshooting.
• Reliable, dependable, and able to work independently with minimal supervision.
• Strong problem-solving skills with a customer-first mindset.