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