Service Desk Agent L1

Responsibilities

• Alert management to emerging trends in incidents. (reactive and proactive problem solving)
• Deploy pre-packaged software using distribution tools and processes as requested by end-users. (remote software installations)
• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technicians, when required. (Catch & dispatch)
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. (Troubleshooting)
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through the internal and external knowledge base as needed (Process-based)
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved. (resolution confirmation - through end-user communication or logs)
• Develop help sheets and FAQ lists for end users.
• Contribute to the technician knowledge base as needed
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

• 2-3 years minimum tenure in T1 IT Service Desk Support role with a proven track record (recommendations, certifications, confirmed LinkedIn skills, etc)
• understanding of ITIL framework (with proven experience working in ITIL driven company)
• Knowledge & Experience
• Knowledge of basic computer hardware, including Laptops, Desktops, and tablets.
• Experience with desktop and server operating systems, including Windows 10 and OSX.
• Extensive application support experience with Windows 10
• Working knowledge of a range of diagnostic utilities, including Windows 10, OSX, and iOS.
• Familiarity with the fundamental principles of ITIL and ServiceNow
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Fluent in English.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• 100% Remote work (with an office space available in Brno, CZ)
•  Working with an international team (mainly with our US colleagues)
• 25 vacation days/year
  
• Multisport card
• Company house cleaning rates
• Access to private dentist