More jobs:
Service Desk -Morrisville NC; onsite
Job in
Morrisville, Wake County, North Carolina, 27560, USA
Listed on 2026-07-01
Listing for:
E-Solutions
Full Time
position Listed on 2026-07-01
Job specializations:
-
IT/Tech
HelpDesk/Support, Technical Support, Desktop Support -
Customer Service/HelpDesk
HelpDesk/Support, Technical Support
Job Description & How to Apply Below
Service Desk L1
Location:
Morrisville NC (onsite)
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.
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