Service Desk L1 / L2

Service Desk L1:

Requirements:

• Previous experience in a technical support role or customer service role preferred.
• Strong communication skills, both verbal and written.
• Proficiency in troubleshooting hardware, software, and network issues.
• Familiarity with ticketing systems and remote support tools.
• Ability to work under pressure and prioritize tasks in a fast-paced environment.
• Basic understanding of ITIL principles is a must.

Service Desk L2:

Requirements:

• Previous experience in a Level 2 support role or equivalent technical position.
• Strong knowledge of hardware, software, and networking technologies.
• Proficiency in diagnosing and resolving technical issues in a Windows environment.
• Experience with Active Directory, Microsoft Exchange, and Office 365 administration.
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Excellent problem-solving and analytical skills.
• Ability to communicate technical concepts effectively to non-technical users.
• ITIL certification (Minimum Foundation Level).
• Bachelors degree in Computer Science, Information Technology, or related field preferred.
• We are currently seeking enthusiastic and skilled individuals to join our IT support team for the roles of Service Desk Analyst - L1 and Service Desk - L2.
• As a Service Desk L1,you will be the first point of contact for our users, providing essential technical support and resolving basic IT issues efficiently and effectively. You will utilize your strong communication and troubleshooting skills to ensure a positive user experience and contribute to the smooth operation of our IT infrastructure.
• As a Service Desk - L2,you will be responsible for providing advanced technical support, diagnosing and resolving complex IT issues, and contributing to the stability and efficiency of our IT environment. You will act as an escalation point for Level 1 analysts and play a key role in knowledge sharing and process improvement