Job title: IT service desk technician L1
Reports to: IT service desk Shift lead
Place of work: Remote
JOB DESCRIPTION:
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-Acts as the primary point of contact for providing customer support via phone, email, chat, and/or self-service.
-Determines the best solutions for reported issues using information communicated by the client. Guides clients through the problem-solving process.
-Escalates unresolved issues to the next level of support using well-established processes.
-Records information about reported issues and their solutions in the ServiceNow database. Monitors and updates client statuses and information.
-Provides accurate information about IT products or services. Escalates all customer feedback or suggestions to the appropriate internal team. Identifies and suggests possible improvements within procedures.
-Collaborates with other members of the IT team and vendors.
-Collaborates with other team members within the region.
-Performing all other duties assigned by immediate managers
HEALTH AND SAFETY AT WORK:
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-Knowledge of all procedures related to employee safety: reporting accidents and workplace injuries
-Informing management about any issues that pose a risk to employees
-Adherence to safety rules, fire regulations, and all legislation related to health and safety
RESPONSIBILITIES:
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-The employee is responsible for adhering to procedures regarding the confidentiality of information pertaining to:
This applies to all existing procedures at the time of employment, as well as any changes/modifications to procedures that may arise due to business needs or changes in legislation.
EMPLOYEE TRAINING AND DEVELOPMENT:
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-The employee is required to participate in all training sessions defined as mandatory
MANDATORY QUALIFICATIONS:
Educational Qualification: IV, Computer Science and Information Technology
Licenses/Certifications:
Foreign Language Proficiency: English language
Years of Experience: Minimum 1 year
DESIRABLE QUALIFICATIONS:
Previous experience in similar or related positions
