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Service Desk
Job Location:
Job Location:
Morrisville, NC - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
18 June 2026 (30+ days ago)
Posted:
Application Deadline:
15 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Service Desk L1 with Spanish language
Morrisville NC (Onsite)
22/hour
Job Purpose
- To resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
- Provide level 1 remote desktop support to resolve tickets and handle hardware software and network issues via telephone/email/chat within agreed SLA. (25%)
- Adhere to quality standards (voice and accent tech monitoring) regulatory requirements and company policies. (20%)
- Ensure positive customer experience and CSAT through First Call Resolution minimum Average Handling Time (AHT) reduced rejected resolutions and reopen cases. (20%)
- Maintain high login efficiency (availability) for customers. (15%)
- Update worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists or 2nd/3rd level IT support staff. (10%)
- Work on value-added activities such as knowledge base updates and self-development. (10%)
