Job Description

  • Working Hours : 24X7 Support including weekend support

    Department: Service Desk

    Reports To: Service Desk Manager

    Job Summary:

    The Service Desk Agent Level 1 is the first point of contact for customers seeking technical assistance over the phone, email, or chat. This role is responsible for providing support by diagnosing and resolving technical issues, escalating more complex problems to higher-level support, and ensuring excellent customer service.

    Key Responsibilities:

    Respond promptly to customer inquiries via phone, email, chat or self-service portal.Provide first-level technical support and resolve hardware, software, and network issues.Assist customers with account setup, software installation, and troubleshooting.Diagnose technical issues based on customer descriptions and use remote support tools to resolve them.Escalate unresolved issues to Level 2 or higher support teams with detailed documentation.Follow up with customers to ensure iss...

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