L1 Service Desk Operations

Updated on: 11 Feb 2021
Flexible Permanent, 40 hrs/wk
Coral Springs, FL, United States

We are seeking energetic and reliable students, or recent graduates to join our team as L1 Service Desk Operations. The successful candidates will be responsible for answering incoming customer calls, working on remote sessions to solve IT issues for users, and directing calls to the escalation team when necessary. Our Service Desk Operators are often the first point of contact for customer  product issues, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions.



  • Answer incoming customer phone calls and take appropriate action for each call
  • Troubleshoot, diagnose, and resolve IT issues following standard operating procedures and using knowledge support tools
  • Maintain customer satisfaction ratings based on explicit criteria set forth by the company
  • Attend mandatory training sessions to stay updated on product or company policy changes
  • Input data into the company computer platform to keep each customer record updated
  • Route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
  • Collaborate effectively with other service desk team members
  • Participate in ongoing training for service desk operations
  • Work on projects or tasks assigned by leadership


  • College or University degree [or in the process of obtaining this]
  • Strong computer skills
  • Excellent interpersonal communication skills
  • High level of professionalism
  • Strong problem solving abilities
  • Prior experience in a customer service role preferred
  • Strong verbal and written communication skills
  • Ability to adapt and adjust to changing work situations, processes, and procedures
  • Ability to handle up to 50 client calls a day on a variety of topics and complexity levels
  • Proficient in all Microsoft's currently supported Operating Systems
  • Proficient in messaging systems such as Microsoft Outlook and Office 365

Desired skills

Excel / Data Entry
Customer Service
Cold Calling

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