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Service Desk -Morrisville NC(onsite)
Job
E-Solutions Inc.
Morrisville, NC (In Person)
Full-Time
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Job Description
Service Desk
- Morrisville NC(onsite) (Morrisville, NC, 27560) | 06/19/26 Job Description Candidate must have
Spanish Speaking Job Title :
Service Desk L1Location :
Morrisville NC(onsite)Job Description:
To resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company. Key Responsibilities- Provide level 1 remote desktop support to resolve tickets and handle hardware, software, and network issues via telephone/email/chat within agreed SLA. (25%)
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies. (20%)
- Ensure positive customer experience and CSAT through First Call Resolution, minimum Average Handling Time (AHT), reduced rejected resolutions and reopen cases. (20%)
- Maintain high login efficiency (availability) for customers. (15%)
- Update worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists or 2nd/3rd level IT support staff. (10%)
- Work on value-added activities such as knowledge base updates and self-development. (10%) Service Desk
- Morrisville NC(onsite)1Service Desk United States