L1 Service Desk Agent

Overview The Service Desk shall be a Level 1 IT service desk for the organization shall conduct the following scope of services under the said Service desk. ● KMD Hardware Support ● Password/Access Requests ● KMD Application Support ● Ticket Management via Halo ITSM - Incident Management and Request Management ● Escalation Management ● Team Communications via Teams / Email - Each Service Desk Agent shall contribute at least one knowledge base article per month, either by creating a new article or updating an existing one. L1 Service Desk Agents - Tasks - Resolves technical problems and answers queries by telephone or self-service ticket in support of internal customers, software, network, system/application access. - Diagnoses, identifies, isolates, and analyses problems utilizing records. - Route calls to Level Two (2) support, application, or system support specialists were needed and to also report major incidents. - Liaises with KMD Brands’ employees' operations department to address the issues pertaining to the applications outlined. - Follows a communication plan to report issues and resolutions to affected stakeholders. - Maintains knowledgebase up to date where applicable. Originally posted on Himalayas