L1- Service Desk

Role & responsibilities

• Perform customer support to client via telephone, chat, email support or self-service tickets.
• Provide Level 1 triage and resolutions such as password resets and Active Directory account unlock for reported incidents and requests.
• Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix VDI, Virtual Technologies, and VPN.
• Provide support on RSA & Multi Factor Authentication based issues
• Perform customer call backs as required.
• Providing Apple, Windows, Chromebook device support over the phone.
• Providing Application support on both IOS & Android Devices
• Assist users with set up of home equipment and provide troubleshooting assistance if needed.
• Assisting with troubleshooting issues using remote management software And Citrix Virtual Desktop Instances.
• Read Knowledge Base Articles and follow the guidelines mentioned within them to diagnose issues
• Using Dashboards to Pick, Analyze & Prioritize Tickets
• Using specific tools to diagnose issues, make recommendations for resolution.
• Using problem-solving and people skills to ensure swift resolutions to technical issues.
• Testing, troubleshooting, and diagnosing computer error messages and failures.
• Escalate issues to next level support if needed.
• Learn and become knowledgeable of customer products and services.
• Demonstrate effective soft skills, active listening skills and ability to empathize with customers situation.
• Effectively manage length of calls, handle time, and after call work.
• Successfully maintain KPI standards.
• Promote teamwork and contact center success.
• Providing 5-star customer service.

Preferred candidate profile

Perks and benefits