L1 Service Desk Agent

About the Role

We are looking for a committed L1 Service Desk Agent to serve as the main interface for internal users. This position is vital for assisting international clients by delivering superior IT support, overseeing technical events, and guaranteeing fluid processes for worldwide teams. You will operate within a team-oriented setting that prioritizes career advancement, ongoing education, and staff involvement. You will collaborate with various international organizations and leverage contemporary software to execute support functions. This role provides a chance to grow professionally in an organization known for its emphasis on staff welfare and its dedication to a helpful, well-equipped work atmosphere. You will function as a key contributor to preserving functional IT systems and providing exceptional support to all stakeholders.

Requirements

• You should have a demonstrated history of fixing technical obstacles and answering IT-related inquiries.
• You must be capable of diagnosing, spotting, separating, and evaluating intricate problems by making proper use of documentation.
• You need to be skilled in providing support for networks, software, systems, and application permissions.
• You must be prepared to direct issues to the appropriate Level 2, application, or system specialists as required.
• You must be able to document major incidents, coordinate with operational units, and adhere to prescribed communication protocols for status updates.
• You need to be able to manage and improve a knowledge repository, which includes submitting at least one knowledge base entry per month.
• You must be able to accommodate rotating shifts that include the AU, US, and NZ time zones.

Responsibilities

• You will act as the initial contact for internal users, overseeing ticket lifecycles using Halo ITSM.
• You will perform KMD hardware and software assistance, alongside processing requests for access and password resets.
• You will execute incident and request tracking, move complex matters to Level 2 or system support experts when required, and notify management of significant incidents.
• You will fix technical difficulties via phone or self-service portals while keeping up consistent correspondence with stakeholders and colleagues through Microsoft Teams and email.
• You will support the knowledge base by generating or refining a minimum of one article every month.

Benefits & Perks

• You will receive ongoing educational and growth prospects, which include professional guidance and mentorship.
• You will participate in a lively work environment that includes company-wide festivities, team-building activities, and holistic wellness initiatives.
• You will be provided with entry to top-tier office facilities and the chance to cooperate with prominent international brands and global client groups.