L1 IT Administrator – Service Management

About the role

The L1 IT Administrator will be responsible for handling client service requests related to software, hardware, and network issues. The role ensures timely ticket resolution, maintains client satisfaction, and supports the overall health of the client’s IT infrastructure.

Key responsibilities

• Respond to all tickets raised by end‑users and ensure solutions meet defined SLA timelines.
• Act as custodian of client network, servers, systems, storage, and other infrastructure components.
• Track ticket volume across channels (dial‑home, email, chat, IMS) and provide appropriate solutions within resolution timeframes.
• Perform root‑cause analysis on recurring issues and develop action plans.
• Provide immediate resolution for high‑priority tickets and manage escalations.
• Install and configure software and hardware as required by service requests.
• Maintain backups of critical data, logs, and management resources.
• Coordinate with on‑site teams for complex problem resolution.
• Review chatbot logs to ensure all service requests are addressed promptly.

Required profile

• Strong focus on meeting SLA commitments and delivering zero customer escalations.
• Ability to manage ticket lifecycle from acceptance to resolution.
• Excellent attention to detail for tracking and documenting issues.
• Customer‑oriented mindset with a commitment to client satisfaction.

Required skills

• Audio Video