IT & DEVELOPMENT SERVICES
L1 Service Desk/Helpdesk
First tier of technical support, usually provided by following standard operating procedures (SOP). Have you considered outsourcing this role to the Philippines?
L1 Service Desk/Helpdesk
Roles and responsibilities
Initial Support: Respond to user queries and provide first-line technical assistance.
Issue Logging: Record incidents and service requests accurately in the ticketing system.
Troubleshooting: Resolve basic hardware, software, and network issues.
Escalation: Identify complex problems and escalate to appropriate support levels.
User Guidance: Assist users with system access, password resets, and common tasks.
Documentation: Update support records and contribute to knowledge base articles.
Customer Service: Maintain a professional and helpful approach to ensure user satisfaction.
Monitoring: Track ticket progress and follow up to ensure timely resolution.
