Opportunity Description
What success looks like in this role:
Service Desk Level 1 Agent serves as the first point of contact on behalf of the biggest QSR (Quick Service Restaurant) worldwide for all end users seeking technical assistance through phone, web, chat, or email channels. This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests. The Level 1 Agent ensures timely ticket handling, documentation, and escalation when necessary, and contributes to continuous improvement through knowledge sharing and proactive user guidance.
Incident and Service Request Management
Log and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email)
Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closure
Strive for First Contact Resolution (FCR) by leve...
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