About this role
Job title: IT Help Desk Specialist (L1/L2)
About the Role Join Nagarro as an IT Help Desk Specialist providing L1/L2 support to parents, staff, and other DOE customers within a fast-paced, global environment. You will handle phones and chats, log and route tickets, and collaborate with L2/L3/L4 teams to resolve issues.
What You'll Do
- Answering phones and chats from customers professionally and responding to inquiries
- Provide L1 and L2 support to the parents, staff, and other DOE customers
- Engaging language translation services as needed, nine languages using a third-party tool
- Logging calls into the CRM/ITSM tool
- Researching required information using knowledge bases, workflows, and defined scripts
- Identifying customer problems and following the script to provide resolution
- Obtaining and evaluating all relevant data to handle inquiries
- Recording details of comments, inquiries, and actions taken
- Escalate priority issues to the team leaders for a successful resolution
- Routing created tickets to the appropriate L2/ L3/ L4 teams for resolution
- Completing call notes and call reports as necessary and updating them in the CRM
- Other duties as assigned
What We're Looking For
- Minimum of 2 years’ experience of supporting IT Help Desk for clients
- Help desk experience and managing tickets, preferably in the public services
- Excellent written and oral communication skills coupled with a customer service orientation
- Experience with CRM/ITSM tools preferred
- Self-motivated with a willingness to take on the challenge of solving client’s problems
- Demonstrated experience in independent troubleshooting of technical issues for clients
- Work cooperatively within the team, exchange information, and assist other team members in achieving team objectives and work outcomes
- Microsoft tools experience: Word, Excel, PowerPoint
- Open availability as required for rostering the operations