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Service Desk L1

Posted about 1 month ago

  • Expiry Date: 14 June 2021

​About Our Client: Our Client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Our Client works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Our Client drives innovation to improve the way the world works and lives

Job Description:

  • Level 1 Agent position includes taking calls, emails, chats, and managing various queues to assist end users with various hardware and software-related issues (e.g., password lockouts, resets, Microsoft Office 365 issues, issues with a number of various applications, PC/printer issues, etc.). SLA-driven processes and procedures are followed to complete troubleshooting where appropriate, achieve FCR when possible, or fully document the issue in an Incident or Service Request and route to the appropriate resolver team.

  • Independently resolve tickets within SLA

  • Adheres to standard operating procedures / work instructions

  • Follow the escalation process

  • Follow the shift hand-over process

  • Update work logs

  • Categorizes as per CTI as appropriate

  • Update the knowledge base

  • Coaching freshers to be independent

  • Coaching analysts for correct routing of tickets, capturing critical information

  • Technically upgrade across versions of environment when required

  • Adhere to organization policies and procedures

  • Complies to regulatory requirements

  • Alert Monitoring

  • Ticket Monitoring

  • Informing On-call support

  • Opening Bridge Call

Primary skills:

  • Strong customer service skills are necessary. Some technical skills and experience are necessary (eg., comfort with troubleshooting browser and connectivity issues, experience with Active Directory is a plus), with strong technical skills being a plus. Other needed skills: strong communication skills (verbal and written), attention to detail, ability to follow written procedures, strong organizational skills, ability to multi-task, ability to take direction and learn quickly, good typing speed, and strong team-oriented mindset.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.