We are seeking a highly motivated and enthusiastic Service Desk L1 Engineer to join our IT team As an entry-level position, this role is ideal for recent graduates looking to start their careers in IT support The Service Desk L1 Technician will be the first point of contact for customers seeking technical assistance and will provide initial support and troubleshooting for various IT issues
Key Responsibilities:
First Point of Contact: Serve as the initial point of contact for customers seeking technical assistance via phone, email or Self Ticket
Troubleshooting: Identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity
Ticket Management: Log and track all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation
User Support: Assist users with password resets, account unlocks, and basic application support
Escalation: Escalate complex issues to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution
Knowledge Base: Contribute to the creation and maintenance of internal knowledge base articles and user guides
Customer Service: Provide exceptional customer service, maintaining a positive and professional demeanor at all times
Team Collaboration: Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes
Qualifications:
Education: Bachelors degree in Information Technology, Computer Science, or a related field( B,sc, BCA ,B tech)
Technical Skills: Basic understanding of computer hardware, software, and networking concepts
Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail
Customer Service: A customer-centric mindset with a passion for helping others
Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Team Player: A collaborative team player with a willingness to learn and grow
Preferred Qualifications:
Certifications: Relevant certifications (e g ITIL Foundation) are a plus but not required
Internship Experience: Prior internship or practical experience in an IT support role is advantageous
