The number one goal of everyone in our team is to make our Clients exceptionally happy. The Service Desk Support Consultant (L1) plays an important role in making sure that happens.
Role and Responsibilities
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk to clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Provide prompt and accurate feedback to customers
- Refer to internal database or resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritise and manage several open issues at one time
- Follow up with clients to ensure the systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Maintain jovial relationships with clients
- Create and maintain documentation for on-site processes
- Escalate tickets that require L2 or Service Delivery Manager's support
- Work with Level 1 Engineer to communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Identify, Communicate, and Mitigate potential risks to the Service Delivery Manager and Clients
Education Qualifications and Requirements
- Diploma in Engineering (Electrical & Electronic, Computer Science, , Information System of the equivalent)
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Linux OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Basic knowledge of cloud concepts and networking,
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
