L1 Service desk consultant// 6 month to 3 yrs// Remote



Hope you’re doing well.


I have an urgent requirement for which below is the job description:


L1 Service desk consultant

Exp – 6 month to 3 yrs.

Remote – need only from CST and EST time zone (Avoid sick leave states)

Duration – 3  months+


Role & Responsibilities :             


Act as the first Point of Contact across all channels such as Voice, Email, Chat etc.


Create Tickets and perform the required activities


o             Perform First Contact Resolution based on Standard Operating Procedures


o             Ticket Categorizing


o             Ticket Prioritizing


o             Ticket routing


o             Ticket closure


o             Call-backs


•             Incident Management –


The incumbent will be responsible for Service ticket creation/assignment/prioritization/escalation/tracking/closure and feedback as per defined SLA in the SOW


o             He/ She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents


o             Prepare incident MIS as per requirements


o             Proactive Remedy Queue Management



•             Problem Management


o             Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation


o             Creating child tickets and  tagging them with problem ticket


o             Call-back the user and confirm resolution (where ever applicable)


•             Follow quality / security process defined for the engagement



Technical Skills (Core & Top-Up)             


Basic Administration Skills on WINDOWS



Perform SOP Based activities, Small configuration changes,  Basic knowledge, Configuring Printers and managing Print queues, User/Group Account Management, Password Management, Basic Incident management, Basic Trouble shooting, Remote Infrastructure Management tools (RDP, PcAnywhere, etc..), Windows & Active Directory Basic administration



Basic knowledge of network technologies and troubleshooting skills


Basic knowledge of vitalization & Cloud technologies and troubleshooting skills


Ability to handle first line support and log incidents and Service Requests in these technologies.



Process & Tools

Understanding & adherence to ITIL processes


Exposure in ITSM Ticketing and Monitoring tools



Behavioral Skill


Good Communication skills in Business English – spoken and written


•             Team player


•             Collaborative working


•             Flexibility to work in 24 x 7 environment; shift operations


•             Ability to work under pressure and against time lines, SLAs


•             Handle high workloads and volumes


•             Detail orientation



Thanks & Regards,

Anvita Gupta

Technical Recruiter | ITMC Systems, Inc.

Mobile: 331 239 8113

Fax no. +1 405 724 6001

Anvita@itmcsystems.com |www.itmcsystems.com


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