L1 1st Line Agent English

Ampcus, Inc; Austin (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Ampcus Inc. is seeking an L1 First Line Service Desk Agent to provide technical support and excellent customer service in a tech service center. Location is Austin, TX. The candidate should have good IT knowledge, strong communication skills, and the ability to work under pressure while meeting SLAs.

Responsibilities include logging, prioritizing, and assigning calls, user administration, and keeping users informed of progress. Prior experience in a technical service desk is preferred.

Qualifications

• Good knowledge of IT systems and general PC troubleshooting.
• Strong knowledge of Microsoft Office and standard desktop applications.
• Excellent written and verbal communication skills.
• Excellent customer service and customer care skills.
• Good analytical and problem-solving abilities.
• Ability to work effectively under pressure.
• Strong ability to learn and retain technical information.
• Ability to multitask and manage competing priorities.
• Understanding of working within defined Service Desk SLAs.
• Previous experience working as an analyst in a technical service desk environment.

Responsibilities

• Provide first-line technical support to end users.
• Answer service desk calls professionally and within agreed SLAs.
• Log, categorize, prioritize, and assign calls to the appropriate support teams.
• Action back-office requests as required.
• Monitor and action web-logged service requests and incidents.
• Monitor team notifications and update service calls accordingly.
• Complete user administration and account setup activities.
• Advise users and support teams of known problems, resolutions, and workarounds.
• Keep users informed of the progress and status of their incidents or requests.
• Escalate issues to appropriate support teams when required.
• Maintain accurate and timely service desk records.
• Support additional service desk responsibilities as assigned.

Skills

IT knowledge

PC troubleshooting

Microsoft Office

communication skills

customer service

analytical/problem-solving

multitasking

service desk SLAs

teamwork

experience in service desk

Job description

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: L1 1st Line Agent English

Location(s): Austin, TX

Position Overview

We are seeking an L1 First Line Service Desk Agent to provide technical support and excellent customer service in a technical service center environment. The successful candidate will have good IT knowledge, strong communication skills, and the ability to work effectively under pressure while meeting established Service Level Agreements (SLAs).

Key Responsibilities

• Provide first-line technical support to end users.


• Answer service desk calls professionally and within agreed SLAs.


• Log, categorize, prioritize, and assign calls to the appropriate support teams.


• Action back-office requests as required.


• Monitor and action web-logged service requests and incidents.


• Monitor team notifications and update service calls accordingly.


• Complete user administration and account setup activities.


• Advise users and support teams of known problems, resolutions, and workarounds.


• Keep users informed of the progress and status of their incidents or requests.


• Escalate issues to appropriate support teams when required.


• Maintain accurate and timely service desk records.


• Support additional service desk responsibilities as assigned.

Required Skills & Qualifications

• Good knowledge of IT systems and general PC troubleshooting.


• Strong knowledge of Microsoft Office and standard desktop applications.


• Excellent written and verbal communication skills.


• Excellent customer service and customer care skills.


• Good analytical and problem-solving abilities.


• Ability to work effectively under pressure.


• Strong ability to learn and retain technical information.


• Ability to multitask and manage competing priorities.


• Understanding of working within defined Service Desk SLAs.


• Previous experience working as an analyst in a technical service desk or service center environment.

Personal Attributes

• Strong team player with the ability to build positive relationships with colleagues and external clients.


• Analytical and methodical approach to problem-solving.


• Keen attention to detail.


• Flexible and adaptable approach to assigned responsibilities.


• Enthusiastic, confident, and proactive \"can-do\" attitude.


• Professional and customer-focused demeanor.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.