Service Desk Staff
Posted Updated
Summary
Service Desk Staff providing Level 1 technical support for client IT requests. Responsibilities include ticket management, troubleshooting Active Directory, VPN, and MacOS issues, and meeting SLAs in a global outsourcing environment.
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
DUTIES AND RESPONSIBILITIES
- Act as the single point of contact for client IT support requests and incidents.
- Log, prioritize, and manage tickets through to resolution.
- Provide Level 1 technical support over the phone, chat, tickets and first-contact resolution where possible
- Escalate complex issues to Level 2, Level 3, or specialist teams.
- Receive, log, categorise, prioritise, and assign incidents and requests reported by customers.
- Review and work with Level 2 on implementing changes in standard operating environments.
- Fulfill service requests such as user access, password resets, software installation, and device support.
- Monitor and meet agreed SLAs
- Contribute to customer satisfaction by delivering professional and timely support.
- Research and implement fixes for new issues.
- May work with infrastructure teams and create new solutions.
- Assists with maintaining an accurate Service Desk knowledge-based tool.
- Reports escalations to Incident Manager
MINIMUM REQUIREMENTS
- Minimum of 2 years of experience in a Service Desk, Help Desk, or IT Support role.
- Strong working knowledge of Active Directory, Group Policy, VPN technologies, Microsoft Entra ID, and MacOS environments.
- Excellent verbal and written English communication skills.
- Ability to follow, document, and maintain standard operating procedures and technical documentation.
- Experience providing technical support via phone, email, chat, and remote support tools.
- Strong troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve technical issues in complex environments.
- Ability to explain technical concepts in a clear and user-friendly manner to non-technical users.
- Strong interpersonal skills with the ability to support, guide, and train end users when required.
- Ability to identify, escalate, and communicate issues promptly to supervisors and relevant stakeholders.
- Demonstrated ability to manage workload effectively and consistently meet deadlines and service level.
- Adaptable and flexible, with the ability to respond positively to changing priorities and business requirements.
- Strong customer service orientation with a commitment to delivering a high-quality support experience.
- Self-motivated, organized, and capable of working independently while effectively managing multiple priorities.
- Dedicated to providing exceptional customer service and maintaining positive client relationships at all times.
- Willing to work rotating shifts, including evenings, weekends, public holidays, and on-call support as required.
Join the A-Team and experience the A-Life!