Service Desk L1

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services.

Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.

1. Serve as the first point of contact for customers seeking technical assistance via phone, chat, and email.
2. Provide core IT support to global clients in a 24/7 rotational shift environment.
3. Troubleshoot and configure desktop hardware, peripherals, and mobile devices.
4. Perform remote diagnostics and guide users through problem-solving steps.
5. Install, configure, and troubleshoot operating systems (primarily Windows) and software applications.
6. Create and document real-time tickets, ensuring tasks are completed within defined SLAs.
7. Escalate unresolved issues to higher-level support as needed.
8. Maintain accurate logs of issues, resolutions, and customer interactions.
9. Communicate effectively within a team using chat platforms like Microsoft Teams and Skype.
10. Deliver excellent customer service with strong communication and multitasking skills.
11. Suggest improvements to procedures and knowledge base articles based on customer feedback.

1. Experience – 0- 0.6 months in IT Support
2. Education – Any graduate