L1 Service Desk Agent
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Job Description
L1 Service Desk Agent delivering Level 1 hardware, application, access, and ticket support. Satellite Office builds offshore teams in the Philippines for international brands.
Responsibilities:
- Serve as the Level 1 IT service desk and first point of contact for internal customers
- Provide KMD hardware support
- Handle password and access requests
- Provide KMD application support
- Manage tickets through Halo ITSM
- Perform incident and request management
- Perform escalation management
- Communicate with teams through Microsoft Teams and email
- Resolve technical problems by telephone or self-service ticket
- Diagnose, identify, isolate, and analyze problems
- Escalate issues to Level 2, application, or system support specialists
- Report major incidents
- Liaise with KMD Brands employees and operations departments
- Communicate issues and resolutions to affected stakeholders
- Maintain the knowledge base and create or update at least one article monthly
Requirements:
- Experience resolving technical problems and answering IT support queries
- Ability to support software, network, system, and application access issues
- Ability to diagnose, identify, isolate, and analyze problems using records
- Ability to route issues to Level 2 support, application, or system support specialists
- Ability to report major incidents
- Ability to liaise with employees and operations departments
- Ability to follow communication plans for reporting issues and resolutions
- Ability to maintain and update a knowledge base
- Ability to contribute at least one knowledge base article per month
- Ability to work AU, US, and NZ shifting schedules
Benefits:
- Learning opportunities, mentoring, and support
- Team-building events
- Company-wide celebrations
- Wellness programs
- World-class office spaces
- Work with global brands and international client teams
- Continuous learning and development
- Engaging employee programs
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