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.