Service Desk Agent L

About the companyThe Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you. The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.
Job Summary: Service Desk Agent L1 is responsible for providing IT helpdesk support according to Service Level Agreements (SLAs) and updating standard operating procedures as needed. The Client Services Desk is the single point of contact for internal users and customers seeking technical assistance
Key Responsabilities: Serves as the first point of contact for users and customers seeking technical assistance. Analyze, troubleshoot, and resolve user and customer problem tickets in a timely manner. Escalation of advanced services issues to the next level of support. Record events and problems and their resolutions in the Client Services Desk ticketing system. Create and maintain documentation in the Client Services Desk knowledgebase. Assist technical services team as required. May include building and configuring computers and installing hardware and software. Focus efforts on continuous improvement looking for ways to streamline processes and to improve customer satisfaction. Assist with design, build, testing, and maintenance of the ITSM solution. Work on rotating shifts and participate in an off-hour on-call schedule.
Qualifications: 2-4 years of information technology experience. Associate’s degree or High School Diploma or GED with 4 years’ experience. Good understanding of computer systems, mobile devices and other tech products. Proficient computer skills including knowledge of Windows, Microsoft Office products, Internet, printing, operating systems, network operating systems, and communications.