About this role
Job title: IT Help Desk Support (L1/L2)
About the Role Nagaro is a Digital Product Engineering company scaling rapidly, seeking a customer-focused IT Help Desk professional to provide L1/L2 support to clients via phone and chat. You will use CRM/ITSM tools, coordinate translation services, and collaborate with escalation teams to deliver timely resolutions.
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
- Engage language translation services as needed (nine languages) using a third-party tool
- Log calls into CRM/ITSM tools
- Research information using knowledge base, workflows, and scripts
- Identify customer problems and follow scripts to provide resolutions
- Obtain and evaluate relevant data to handle inquiries
- Record details of comments, inquiries, and actions taken
- Escalate priority issues to team leaders for resolution
- Route created tickets to appropriate L2/L3/L4 teams
- Complete call notes and reports and update in CRM
- Other duties as assigned
What We're Looking For
- Help desk experience and ticket management, preferably in public services
- Minimum of 2 years’ experience in IT Help Desk support
- Excellent written and oral communication and 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 for rostering/shift flexibility
Nice to Have
- Multilingual translation capabilities (nine languages) using a third-party tool