Job Description
Overview
L1 Service Agents are the front line for the IT Service Desk supporting the stores and corporate users. Customer service is key at this level. L1 Service Agents are to record all incidents including all errors, logs, screenshots and either resolve or assign to escalation groups. After verifying that there is no documented fix a L1 Service Agent will escalate a call to the L1 Sr Service Agent within 8 to 10 minutes. They are also expected to follow-up on open tickets to get status updates from assigned escalation groups until they are resolved.
Roles and Responsibilities
Qualifications and Education Requirements
Knowledge, Skills and Abilities
Pep Boys is an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
L1 Service Desk Agent • Bala Cynwyd, PA
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