Jr. Customer Service Executive - Network Operations & Support

Role Purpose

We are looking for a L1 Service Desk
Engineerserves as the initial point of contact for users experiencing
technical issues, providing first-level support for common software and
hardware problems through various channels like phone, chat, and
email.Key responsibilities include diagnosing and troubleshooting
user-reported issues, escalating complex problems to L2/L3 support,
documenting incidents, providing status updates, and ensuring a positive user
experience by following Standard Operating Procedures (SOPs) and Knowledge
Base (KB) articles.Essential skills for this role are strong
communication, customer service, problem-solving, and familiarity with
operating systems, hardware, and common IT tools.

L1 Support for all sites and office tasks:
Video Conferencing, Laptops/Desktops, Wi-Fi, Office software, PS, MFD
Printers etc.

Other IT management tasks Connectivity,
Internet links etc

Key Responsibilities
/ Accountabilities

• First Point of Contact:

Serve as
the initial contact for end-users reporting technical difficulties, providing
a courteous, helpful, and friendly support experience.

• Self-Service Support:

Create,
update, and maintain self-help resources such as knowledge base articles and
documentation to help users resolve their own issues.

• Issue Resolution:

Diagnose
and resolve basic hardware and software problems, and provide clear,
step-by-step instructions to users on how to fix them.

• Incident Management:

Address,
document, and work on incidents assigned to the service desk team using
aService Desk Management application.

• User Account Management:

Perform
basic user account management tasks, such as handling user access
requests.

• Escalation:

Properly
escalate unresolved issues to the appropriate higher-level support teams (L1,
L2, etc.) and follow up until resolution.

• Record Keeping:

Maintain
accurate records of customer interactions, support issues, and resolutions in
the ticketing system for future reference and analysis.

• Adherence to SLAs:

Work in
accordance with establishedService Level Agreements
(SLAs),ensuring that tickets are addressed and resolved within the
defined timeframes.

• Professional Development:

Engage
in continuous self-training and development to enhance technical skills and
knowledge, staying updated on new technologies and tools.

Qualifications and Experience

• Communication:

Excellent verbal and written communication skills to interact
effectively with users and document issues clearly.

• Technical Skills:

Strong knowledge of Windows and Mac operating systems, Microsoft
Office suite, Outlook, and common desktop applications.

• Problem-Solving:

Demonstrated ability to identify, diagnose, and resolve technical
issues efficiently.

• Customer Service:

A strong commitment to providing excellent customer service and a high
level of user satisfaction.

• ITILKnowledge:

Familiarity with the ITIL framework and its associated concepts, such
as incident management and service catalog management.

• Basic Networking:

Awareness of basic networking concepts, including TCP/IP, DNS, and
VPNs.

• Adaptability:

Flexibility to work in a dynamic environment, potentially with
rotating shifts and holidays, to ensure continuous support.

Qualification : BE/BTech