Service Desk -Morrisville NC; onsite
Listed on 2026-07-01
-
IT/Tech
HelpDesk/Support, Technical Support -
Customer Service/HelpDesk
HelpDesk/Support, Technical Support
Service Desk L1
Candidate must have Spanish speaking
Location:
Morrisville NC (onsite)
Job Description:
To resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities:
- Provide level 1 remote desktop support to resolve tickets and handle hardware, software, and network issues via telephone/email/chat within agreed SLA.
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through First Call Resolution, minimum Average Handling Time (AHT), reduced rejected resolutions and reopen cases.
- Maintain high login efficiency (availability) for customers.
- Update worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists or 2nd/3rd level IT support staff.
- Work on value-added activities such as knowledge base updates and self-development.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).