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L1 Service Desk

L1 Service Desk

Job Title: L1 Service Desk
Contract Type: Permanent
Location: Mauritius
Salary: Attractive Package
Reference: 2862
Contact Name: Jasbeer Keramuth
Job Published: September 11, 2017 06:29

Job Description

A leading service provider is looking for Level 1 Service Desk who will be responsible for troubleshooting and resolving high complexity customer faults.

Main responsibilities:

  • Call Desk activities
  • Handle calls in a professional manner
  • Ability to analyse the customer’s request and identify proper course of action
  • Incident ticket creation if and when required
  • Applying incident workflow on service now platform
  • Monitoring of customer platforms via Orange monitoring tools
  • Creation of proactive incident tickets when required
  • Handle check listing activities (Meteo – backup – warning)
  • First level support, apply technical instructions (TINs) for resolution of incidents for troubleshooting incidents at first level
  • Function as first point of contact for incidents and service requests from end user Appropriately categorize, prioritize and escalate incidents and service requests which resolution is not found
  • Communicate with end users on incident status
  • Performs request fulfillment processes on simple/standard change requests
  • Initiate and follow crisis process for major incidents
  • Perform 1st level investigations on avamar and netapp backup solutions
  • Production of periodic and adhoc reports for different teams
  • Communication on Incident progress and resolution


  • Bilingual – English & French written and spoken
  • IT Proficient: Linux, Windows, VMware
  • Process and Standards and ITIL
  • Proper call handling process
  • Customer relationship management
  • Service now platform
  • Avamar and netapp backup solutions


  • Exemplary time management, organizational and communication skills.
  • Excellent customer service skills are required.
  • Proactive, self motivated and determined attitude.
  • Ability to work under pressure and to multi-task.
  • Ability to build good relationships with local and overseas teams.
  • Good IT/communications background and problem solving skills.
  • Flexibility relative to working hours