Service Desk Analyst
GDH
Job Info
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Job Description:
An L1 Service Desk Agent will need to understand basic computer functionality. The Service Desk role is technical in nature, but soft skills play an increasingly important role in achieving excellence. Communication, business context, and emotional intelligence are just a few of the capabilities that any person working in this role needs to possess.
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Advise users on appropriate course of action
- Escalate, if needed, unresolved problems to a higher level of support
- Assist customers via phone, chat, and self-service tickets
- Must be customer service oriented
- Must be a team player
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