L1/L2 Support Engineer

A Service Desk Agent plays a crucial role in the IT support structure of an organization. They are often the first point of contact for employees seeking technical assistance and are responsible for resolving or escalating issues in a timely manner.
ROLES:
Service Desk Agent provide frontline support to end-users. They assist with technical issues, troubleshoot problems, and offer guidance on the use of IT systems, applications, and hardware.
Agent use ticketing systems to log and track user issues. They prioritize and categorize tickets, ensuring that urgent problems are addressed promptly while also managing a queue of ongoing tasks.
Agent work to diagnose and resolve technical problems. This may involve remote assistance, guiding users through solutions, or escalating complex issues to higher-level support teams.
Service Desk Agent contribute to and utilize a knowledge base that documents common issues and solutions. This helps in providing consistent and efficient support and serves as a resource for both Agent and end-users.
Effective communication is key. Agent need to convey technical information in a user-friendly manner, ensuring that users understand the solutions or steps to resolve their issues.
Agent actively participates in the improvement of IT services by providing feedback on recurring issues, suggesting process enhancements, and staying updated on new technologies and solutions.
In summary, while the Global IT Team focuses on the broader management and strategic aspects of an organization's IT infrastructure, the Service Desk Agent plays a critical role in providing direct support to end-users, resolving day-to-day technical issues, and contributing to the overall efficiency of IT services.
Reporting Relationships
Directly reports to Sujit Bhati (Lead - IT Service Desk (India))
Duties and Key Responsibilities
Deliver 1st and 2nd level IT support to staff, in alignment with all IT policies, standard operating procedures, work instructions and ITIL principles. (The majority of this will be delivered to remote staff, assisted by remote support technology.)
Monitor and administer assigned Service Desk ticket queues, take timely action to ensure requests are addressed and escalate where required to maintain adherence to SLAs. Maintain clear and accurate ticket notes, asset records and other documentation.
Own the customer relationship for assigned tickets, ensuring timely, clear, professional communications and high levels of customer satisfaction.
Resolve issues within own level of knowledge and/or standard solutions. Work with other Global IT resources where additional support and expertise is required. Help L3 be more productive by capturing all relevant request details before escalating issues to L3. Keep customer informed of progress with timely updates to tickets.
Support AV for events and meetings, including Microsoft Teams, Zoom and associated equipment.
Perform laptop imaging, maintenance and administration tasks as directed.
Asset and Inventory management.
Utilize generative AI tools to streamline support workflows and optimize service delivery.
As a Team Member:
Participate in special projects to improve processes, tools, systems and organisation.
Take responsibility for personal learning and development and for setting achievable and meaningful work objectives and managing personal targets, meeting obligations of The Institute’s Performance Management and Development Policy.
Demonstrate commitment to The Institute’s organisational values, including performing to an exceptionally high ethical standard and focus on integrity, collaboration and teamwork in all efforts.

Work arrangement
Yes