[Hiring] L1 - Service Desk @Zones LLC.

Role Description

To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest. To ensure user queries or issues are captured, validated, and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.

What you’ll do as the (L1- Service Desk):

• Serve as the first point of contact for customers seeking technical assistance via phone, chat, and email.
• Provide core IT support to global clients in a 24/7 rotational shift environment.
• Troubleshoot and configure desktop hardware, peripherals, and mobile devices.
• Perform remote diagnostics and guide users through problem-solving steps.
• Install, configure, and troubleshoot operating systems (primarily Windows) and software applications.
• Create and document real-time tickets, ensuring tasks are completed within defined SLAs.
• Escalate unresolved issues to higher-level support as needed.
• Maintain accurate logs of issues, resolutions, and customer interactions.
• Communicate effectively within a team using chat platforms like Microsoft Teams and Skype.
• Deliver excellent customer service with strong communication and multitasking skills.
• Suggest improvements to procedures and knowledge base articles based on customer feedback.
• Demonstrate a solid understanding of computer systems and basic technical issue resolution.

Qualifications

• Experience – 0-0.6 months in IT Support
• Education – Any graduate

Benefits

• Competitive compensation package based on performance.
• Medical Insurance Coverage.
• Group Term Life and Personal Accident Cover.
• Flexible leave policy to balance work life.