Service Desk L1 support
Listed on 2026-08-28
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IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Service Desk L1 Support
User Support:
Answer incoming calls, chats, and emails from users needing tech help.
Incident Management:
Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system.
Basic Troubleshooting:
Fix common issues like password resets, printer connections, basic software installations, and VPN access.
Escalation:
Route complex or unresolved issues to appropriate Level 2/3 technical teams.
Documentation:
Record clear troubleshooting steps and update knowledge base articles.
Required Skills and Qualifications:
Communication:
Clear verbal and written skills to explain fixes to non-technical users.
Technical Basics:
Familiarity with Windows, macOS, office productivity suites, and basic networking (Wi-Fi, TCP/IP).
Experience:
2 to 4 years of experience in an IT support or customer service role.
Certifications (Preferred):
CompTIA A+, ITIL Foundation, or Microsoft equivalents.
Work Style:
Patience, problem-solving aptitude, and the ability to manage stress in a fast-paced environment.
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