Level 1 Service Desk Engineer

The Level 1 Service Desk Technician is responsible for providing first-line technical support to end users, ensuring high levels of customer service, and meeting service-level agreements. The role requires excellent problem-solving skills, a proactive approach to issue resolution, and the ability to handle a high volume of calls while maintaining quality and efficiency. 

• Answer approximately 60-70 calls per month, ensuring prompt and professional communication.
• Provide First Call Resolution (FCR) wherever possible by diagnosing and resolving issues during the initial contact.

• Deliver technical support to users remotely using appropriate tools and methodologies.
• Troubleshoot and resolve basic hardware, software, and network issues within the scope of Level 1 support.

• Log all incidents and service requests into the ticketing system with detailed and accurate information.
• Undertake the first triage of incidents and assign tickets to appropriate resolver teams when required.
• Monitor ticket queues to ensure timely resolution and escalate issues as necessary.

• Administer Azure environments and perform basic tasks, requiring a valid Microsoft accreditation.
• Provide support for Microsoft Exchange and related applications.

• Ensure exceptional customer service, maintaining clear communication with users regarding ticket statuses and resolution timelines.
• Follow up on unresolved tickets and ensure user satisfaction with solutions provided.

• Be available to work during the hours of operation

• Minimum of 2 years of experience supporting organizations in a similar role.

• Valid Microsoft accreditation to administer Azure.
• Experience working with Microsoft Exchange.
• Familiarity with IT service management tools for ticket logging and escalation.

• Strong verbal and written communication skills.
• Excellent customer service skills with a user-focused approach.
• Ability to multitask and manage time effectively in a fast-paced environment.

• Strong problem-solving and troubleshooting abilities.
• Ability to work collaboratively with resolver teams and escalate issues appropriately.

• Answer calls within SLA-defined timeframes (e.g., 80% within 20 seconds).

• Maintain an FCR rate of at least 70%.

• Assign tickets to resolver teams within 15 minutes of initial triage.
• Achieve 95% accuracy in ticket documentation.

• Maintain a user satisfaction score of 4.5/5 or higher.

• Ensure adherence to scheduled shifts during operational hours