Service Desk Technician - L1

Job Title:Service Desk Technician - L1

Location: Amman, Jordan

Employment Type: 

Contract

Job Title: Service Desk Technician

Location: Remote

Responsibilities:

• Accurately record calls and emails, ensuring proper prioritization, tracking, and routing of incidents using Fresh Desk.
• Monitor alerts and notify the concerned teams while processing requests from end users promptly.
• Interact with clients to provide and process information in response to incidents, inquiries, and requests regarding ongoing systems.
• Handle complaints effectively, resolving issues through phone and email communication within established time limits.
• Investigate issues to identify user or system errors and propose solutions.
• Escalate priority issues to the Supervisor or higher management when necessary to ensure timely resolution.
• Arrange and conduct internal systems training sessions for staff and client training as required.

Qualifications:

• Previous experience in a service desk or technical support role is preferred.
• Strong communication skills with the ability to interact professionally with clients and team members.
• Familiarity with ticketing systems, preferably Fresh Desk.
• Problem-solving skills with the ability to troubleshoot and resolve technical issues.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Technical knowledge of computer systems, networks, and software applications.

This role is ideal for a motivated individual looking to provide exceptional support to clients and contribute to a collaborative team environment.