Level 1 Service Desk Engineer
Colombo
IT /
Full Time /
On-site
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.
Responsibilities:
- 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
1. Call Handling:
2. Remote Support:
3. Ticket Management:
4. Technical Expertise:
5. Customer Support:
6. Operations and Availability
To be successful in this role, you will have:
- 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
Experience:
Technical Skills:
Soft Skills:
General:
Key Performance Indicators (KPIs):
1. Call Handling:
2. First Call Resolution (FCR):
3. Ticket Management:
4. Customer Satisfaction:
5. Availability:
