Dutech’s Job

As a Service Desk Agent (Level 1), your primary responsibility is to provide frontline support to end-users, customers, and employees who encounter technical issues or require assistance with IT services. You will serve as the initial point of contact for troubleshooting, triaging, and resolving user-reported incidents and service requests. Your role involves delivering high-quality customer service, documenting issues, and escalating complex problems to higher-level support teams when necessary.

We are only considering candidates who reside locally in Austin, TX

Key Responsibilities:

1. First-Line Support: Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.

2. Respond promptly to user inquiries, diagnose and troubleshoot technical issues, and provide resolution or workaround solutions.

3. Document incidents, service requests, and user interactions accurately and comprehensively in the service desk ticketing system.

4. Incident Triage and Resolution: Assess the severity and impact of reported incidents, prioritize tasks based on urgency and business impact, and escalate critical issues to Level 2 or Level 3 support teams as needed.

5. Follow standard operating procedures (SOPs) and knowledge base articles to resolve common issues efficiently and effectively.

6. Provide timely updates and status reports to users regarding the progress of incident resolution and expected resolution times.

7. User Training and Guidance: Assist users with basic IT tasks, such as password resets, account unlocks, software installations, and system configurations.

8. Educate users on self-service tools, resources, and best practices for resolving common technical issues independently.

9. Provide guidance and instruction to users on using IT systems, applications, and tools effectively and securely.

10. Customer Service Excellence: Deliver exceptional customer service by demonstrating professionalism, empathy, and active listening skills in all interactions with users.

11. Ensure a positive user experience by addressing user concerns promptly, managing expectations, and following up to ensure satisfaction with issue resolution.

12. Continuously seek opportunities to improve service delivery processes, communication practices, and user support workflows.

13. Knowledge Management: Contribute to the development and maintenance of the service desk knowledge base by documenting solutions, troubleshooting steps, and best practices.

14. Share insights, lessons learned, and feedback with colleagues to promote knowledge sharing and continuous learning within the service desk team.

15. Stay updated on IT systems, technologies, and industry trends to enhance technical proficiency and support capabilities.