Level 1 Service Request Specialist

We are looking for a Level 1 Service Request Coordinator to join our sub-division team. The team is responsible for managing service requests and ensuring smooth task execution across departments. The coordinator will work closely with multiple teams to track progress, remove blockers, and make sure all requests are completed accurately and on time.

This is a great opportunity to discover your abilities, join a team of enthusiastic and highly committed professionals, as well as the opportunity for career growth!

✅ Requirements:

• College degree in computer or IT related field, or equivalent experience
• Experience with bug and issue tracking system
• Ability to multitask in a fast paced environment
• Excellent ability to learn and articulate software-related and technical concepts
• Strong active listening skills and excellent written and oral communications skills
• Excellent Customer Service Orientation
• Strong attention to detail when communicating with customers
• Basic experience with Linux is nice-to-have
• Basic experience with SQL is nice-to-have

✅ Duties and opportunities:

• Basic Level 1 troubleshooting, redirect to L2/L3 as required
• Search knowledge base to verify if reported problems are already known issues with a defined resolution plan
• Impact analysis with accurate classification of reported issues to ensure appropriate prioritisation
• Qualification/replication of the reported issue in an appropriate customer environment
• Information gathering to ensure complete availability of details required for root cause analysis
• Provision of technical resolution or problem workaround
• Incident routing/escalation to second/third level support or third parties where required