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Job Description

Acts as the first point of contact for the users who call Service Desk. While providing the highest level of customer service, the L1 service desk engineer answers incoming calls, tracks all information in a call management system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The L1 service desk engineer escalates unresolved Incidents/service requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide remote desktop support