Service Desk L1 Agent

3 days ago

Stockholm, Stockholm, Sweden W3Global Full time €45,000 - €60,000 per year

Stockholm, Sweden
Years of Experience : Min. 5-7+ Years

Type of Hiring : 12 Months Fixed Term Employment only.

Language : Swedish and English Fluent.

Onsite : 5 days onsite.

Work Timings : 8 AM to 5 PM CET

Start : Immediate

Please share only EU/Swedish Nationals.
Job Description

  • Dedicated and customer focused Service Desk L1 Agent.
  • Be responsible for providing first-level technical (verbal and not physical) and customer support to end-users, resolving IT-related issues.
  • Be responsible for troubleshooting, resolving or escalating issues, and ensuring customer satisfaction through effective communication and problem-solving.

Roles And Responsibilities

  • The responsibilities of a Service Desk L1 Agent include managing tickets by logging (ONLY if needed), categorizing, prioritizing, and escalating support requests.
  • Provide first-level technical (verbal and not physical) support through various channels, troubleshooting common hardware (verbal and not physical), software related issues.
  • Service Agent is also responsible for documenting incidents, contributing to knowledge bases, and communicating updates to users.
  • Additionally, he/she ensures compliance with SLAs and participate in continuous improvement efforts.
  • Proper routing of tickets to correct resolver group to reduce the number of hops.
  • Ensure response SLA is met and the ticket is immediately assigned to the resolver group
  • Perform periodic Audit of the tickets
  • Monitor the overall resolution time and report to management
  • Monitor the SLA to ensure it does not breach, follow up with teams
  • Ensure ticket is not put on hold (waiting state) for long and escalate to L2/L3 teams
  • First-line Support:

Handling incoming customer inquiries via phone, email, or chat, providing immediate assistance for basic technical (verbal and not physical) issues.

  • Issue Resolution:

Diagnosing and resolving common technical (verbal and not physical) problems related to client's products and services

  • Escalation:

Identify and escalate complex or unresolved issues to higher-level support teams (L2 or L3).

  • Documentation:

Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolutions in the ticketing system.

  • Communication:

Provide clear, concise, and timely updates to customers regarding the status of their requests.

  • Customer Service:

Ensure a positive customer experience by demonstrating empathy, active listening, and a commitment to resolving their issues efficiently.

  • Product Knowledge:

Develop and maintain a strong understanding of client's product portfolio and common support issues.

  • Process Adherence:

Follow established procedures and guidelines for handling support requests and escalating issues.

  • Teamwork:

Work effectively as part of a team and collaborate with other support teams.

  • Time Management:

Manage multiple tasks and prioritize work effectively.

  • Adaptability:

Adapt to changing priorities and work in a fast-paced environment.

In the context, the L1 Service Desk agent would be specifically focused on supporting client's products and solutions.

Be responsible for ensuring that customers can effectively use client's products and resolve any issues they encounter, contributing to overall customer satisfaction and business success.

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