Service Desk French / Spanish
Job Summary
The Level 1 Technical Service Desk Agent serves as the first point of contact for users seeking technical assistance in a 24/7 support environment. This role is critical to maintaining system availability, resolving end-user issues efficiently, and ensuring high levels of customer satisfaction. The agent will diagnose, troubleshoot, and resolve basic technical issues while ensuring proper documentation and timely escalation when required.
Key Responsibilities
- Respond promptly to customer inquiries via phone, email, chat, or ticketing systems.
- Troubleshoot and resolve first-level issues related to hardware, software, operating systems, and network connectivity.
- Log, track, and document incidents and service requests accurately within the ITSM/ticketing system.
- Follow standard operating procedures (SOPs) and knowledge base articles to ensure consistent resolution.
- Proficiency with Windows/macOS, Microsoft 365 Suite, Active Directory, and basic networking protocols.
- Escalate complex or unresolved issues to Level 2/Level 3 support teams as per defined escalation matrix.
- Monitor ticket queues to ensure SLA compliance.
- Provide clear, professional communication and regular status updates to users.
- Support account provisioning, password resets, and access management tasks as required.
- Contribute to knowledge base documentation and continuous process improvement initiatives.
- The ability to remain calm and effective in a fast-paced environment and handle high-pressure situations.
- As we provide 24/7/365 support, candidates must be able to work rotational shifts, including nights, weekends, and holidays.
Qualifications
- Associate degree or Bachelor's degree in IT or related field preferred.
- 0–2 years of experience in a technical support or service desk environment.
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).
- Strong verbal and written communication skills in English.
- Relevant certifications such, ITIL Foundation, will be an added advantage
Skills
- Troubleshooting and analytical problem-solving abilities.
- Working knowledge of Windows/macOS operating systems and Microsoft 365 applications.
- Basic understanding of networking concepts (VPN, Wi-Fi, LAN/WAN).
- Customer-focused mindset with strong interpersonal skills.
- Ability to work in a fast-paced, SLA-driven environment.
- Willingness and flexibility to work rotational shifts, including nights, weekends, and holidays.
Compensation and Benefits
- Competitive salary aligned with industry standards.
- Shift allowances for night and weekend coverage.
- Health insurance and wellness benefits.
- Paid time off and holiday pay.
- Training, certification support, and career progression opportunities.
- Employee recognition and performance incentive programs.
