We are seeking skilled L1 Technical Support Engineers to deliver exceptional customer experience through first-call resolution and SLA adherence. Handle hardware/software/network troubleshooting, user account management, vendor coordination, and on-call escalations ensuring high CSAT scores for US enterprise clients.
Role Summary
As a Service Desk Executive, you will be the first point of contact for IT support, handling escalations, resolving tickets efficiently, and ensuring high customer satisfaction. You'll thrive in a collaborative environment, focusing on root cause analysis, knowledge sharing, and positive user experiences.
Key Responsibilities
- Provide support for on-call escalations and conduct root cause analysis for issues.
- Independently resolve tickets within agreed SLAs for volume and time.
- Adhere to quality standards, regulatory requirements, and company policies.
- Engage in value-adding activities like knowledge base updates/management, training freshers, and coaching analysts.
- Ensure positive customer experience and high CSAT through First Call Resolution, minimizing rejected resolutions or reopen cases.
Preferred Candidate Profile
- Excellent communication skills (verbal and written).
- Proven experience in technical support, including networking.
- Diagnose and resolve hardware, software, and network problems via telephone, email, or chat for end-users.
- Route complex problems to internal 2nd/3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff for hardware/software/network resolutions.
- Administer user account provisioning and management.
- Use Incident Management Systems to document, track, and resolve problems, work requests, and circumventions.
- Respond to telephone calls, emails, instant messages, and assigned tickets; assign work orders/incidents to appropriate teams and follow up to closure.
- Diagnose issues through user discussions, including problem recognition, logs, research, isolation, resolution, and follow-up.
- Provide Level 1 remote desktop support and perform activities based on Standard Operating Procedures (SOPs).
- Escalate complex problems to appropriate support specialists.
- Evaluate, analyze, and set up PC-based software (e.g., word processors, spreadsheets, presentation tools, databases, email, communications).
- Troubleshoot client software and basic network connectivity issues.
- Identify, evaluate, and prioritize customer problems and complaints.
- Train users/operators on a limited basis and/or develop training procedures.
- Participate in ongoing training, departmental development, and routine maintenance updates with IT staff and business units.
- Provide required documentation, including standards, configurations, and diagrams.
- Deliver knowledge transfer on End-User Computing (EUC) operations.
Qualifications & Skills
- Education: Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
- Technical Skills: Proficiency in Windows OS, networking basics (TCP/IP, VPN), remote tools (e.g., TeamViewer), ticketing systems (e.g., ServiceNow, Zendesk), Active Directory for user management.
- Soft Skills: Strong problem-solving, customer service orientation, ability to work in shifts (including nights for on-call).
- Certifications (Preferred): ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator.
Skills: management,skills,tcp,ip,vpn,customer,technical support,csat,resolve
