Remote opportunity at
Satellite OfficeL1 Service Desk Agent
Satellite Office is hiring a L1 Service Desk Agent for a full-time, remote position. This role serves as a Level 1 IT service desk, delivering support…
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About This Role
Satellite Office is hiring a L1 Service Desk Agent for a full-time, remote position. This role serves as a Level 1 IT service desk, delivering support to internal customers regarding software, networks, and system access. The person in this position will handle hardware support, password and access requests, and application support. Daily duties involve managing tickets through Halo ITSM incident and request management, overseeing escalations, and communicating via Microsoft Teams…
Job Description
Satellite Office is hiring a L1 Service Desk Agent for a full-time, remote position. This role serves as a Level 1 IT service desk, delivering support to internal customers regarding software, networks, and system access.
The person in this position will handle hardware support, password and access requests, and application support. Daily duties involve managing tickets through Halo ITSM incident and request management, overseeing escalations, and communicating via Microsoft Teams and email.
Agents are also responsible for troubleshooting technical issues, answering questions via telephone or self-service tickets, diagnosing problems using records, and routing complex calls to Level 2 support. Additional tasks include coordinating with the operations department of KMD Brands' employees, following communication plans to update stakeholders, and creating or updating at least one knowledge base article every month.
Responsibilities
- Provide Level 1 IT hardware, application, and password or access support
- Manage tickets using Halo ITSM for incident and request management
- Handle escalation management and internal communications via email and Microsoft Teams
- Resolve technical queries and problems for internal customers via telephone and self-service tickets
- Diagnose, isolate, identify, and analyze technical problems using records
- Route calls to Level 2 support or system specialists and report major incidents
- Coordinate with KMD Brands employees' operations department for application issues
- Execute communication plans to report issues and resolutions to impacted stakeholders
- Contribute at least one knowledge base article per month through creation or updates
- Keep the knowledge base current where applicable
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location or remote policy for this role?
This role is remote and full-time.
What are the primary duties of a L1 Service Desk Agent?
Responsibilities include providing Level 1 IT hardware and application support, handling password and access requests, managing tickets via Halo ITSM, routing escalations to Level 2 support, and maintaining knowledge base articles.
Is the salary specified in the job posting?
The salary is not stated in the job posting.
Sample Interview Questions
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