Service Desk Agent L

About the role

The Functionary is a provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Service Desk Agent L1 provides IT helpdesk support according to Service Level Agreements (SLAs). The Client Services Desk is the single point of contact for internal users and customers seeking technical assistance.

Responsibilities

• Serve 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.
• Escalate advanced services issues to the next level of support.
• Record events, problems, and resolutions in the Client Services Desk ticketing system.
• Create and maintain documentation in the Client Services Desk knowledgebase.
• Assist the technical services team as required, including building and configuring computers and installing hardware and software.
• Look for ways to streamline processes and improve customer satisfaction.
• Assist with the design, build, testing, and maintenance of the ITSM solution.
• Update standard operating procedures as needed.
• Work on rotating shifts and participate in an off-hour on-call schedule.

Requirements

• 2-4 years of information technology experience.

Datos clave

• Provides IT helpdesk support according to Service Level Agreements (SLAs).
• Works on rotating shifts and participates in an off-hour on-call schedule.
• Requires 2-4 years of information technology experience.