Service Desk Support Technician

As a Grade 6 Service Desk Technician at N1, you will play a crucial role in assisting customers by identifying and resolving technical issues effectively and ensuring customer satisfaction. Your responsibilities will include:

• Providing first-level support in English and Spanish languages
• Working in a 24/7 schedule
• Using troubleshooting techniques to identify technical defects
• Assigning incidents following documented guidelines
• Supporting customers through problem resolution and keeping them informed
• Logging and tracking details of solutions provided
• Escalating problems according to procedures
• Maintaining knowledge of service offerings and industry products
• Attending technical training sessions and using lab time effectively
• Adhering to schedules to achieve service level targets
• Identifying and providing input on unique or recurring customer problems

Your key qualifications, skills, and attributes should include:

• Excellent verbal and written communication skills in English and Spanish
• Working knowledge of software shipped with NTTD client products and legacy operating systems
• Understanding of PC architecture/technology and NTTD applications
• Thorough knowledge of service procedures, policies, and procedures
• Analytical and troubleshooting skills to solve technical problems
• Knowledge of Service Now is preferred
• Strong organizational and interpersonal skills
• Excellent telephone and customer handling skills
• Ability to handle stressful and irate customer situations
• Willingness to learn new products and technologies
• Proficiency in Spanish language would be advantageous

In terms of academic qualifications and certifications, the following are required:

• Bachelors Degree in any stream
• Certification like DELE, SIELE, or ACTFL OPI
• CompTIA A+ Certification
• ITIL 4 Foundation Certification
• Microsoft Certified: Azure Fundamentals certification is preferred

Your role as a Service Desk Technician at N1 will require a proactive approach to customer service, technical troubleshooting, and adherence to standardized procedures. Your ability to work both independently and collaboratively within the team will contribute to the overall effectiveness and reliability of the IT Service Desk. As a Grade 6 Service Desk Technician at N1, you will play a crucial role in assisting customers by identifying and resolving technical issues effectively and ensuring customer satisfaction. Your responsibilities will include:

• Providing first-level support in English and Spanish languages
• Working in a 24/7 schedule
• Using troubleshooting techniques to identify technical defects
• Assigning incidents following documented guidelines
• Supporting customers through problem resolution and keeping them informed
• Logging and tracking details of solutions provided
• Escalating problems according to procedures
• Maintaining knowledge of service offerings and industry products
• Attending technical training sessions and using lab time effectively
• Adhering to schedules to achieve service level targets
• Identifying and providing input on unique or recurring customer problems

Your key qualifications, skills, and attributes should include:

• Excellent verbal and written communication skills in English and Spanish
• Working knowledge of software shipped with NTTD client products and legacy operating systems
• Understanding of PC architecture/technology and NTTD applications
• Thorough knowledge of service procedures, policies, and procedures
• Analytical and troubleshooting skills to solve technical problems
• Knowledge of Service Now is preferred
• Strong organizational and interpersonal skills
• Excellent telephone and customer handling skills
• Ability to handle stressful and irate customer situations
• Willingness to learn new products and technologies
• Proficiency in Spanish language would be advantageous

In terms of academic qualifications and certifications, the following are required:

• Bachelors Degree in any stream
• Certification like DELE, SIELE, or ACTFL OPI
• CompTIA A+ Certification
• ITIL 4 Foundation Certification
• Microsoft Certified: Azure Fundamentals certification is preferred

Your role as a Service Desk Technician at N1 will require a proactive approach to customer service, technical troubleshooting, and adherence to standardized procedures. Your ability to work both independently and collaboratively within the team will contribute to the overall effectiveness and reliability of the IT Service Desk.