IT Service Desk Agent

Job Description:

• The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)

• Provide First Call Resolution (FCR) technical support via phone and email

• Ensure calls are answered and emails are responded in a timely manner

• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions

• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

• Maintain ownership of cases and follow-up on reported issues until closure and gather and complete relevant information is recorded

• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature

• Handle initial classification/ prioritization of the incidents

• Track the progress of resolution and provide regular updates for follow-up actions and incident status

Qualifications:

• Min Diploma in IT related fields

• Min 1 year End user support experience, Desktop or Technical Service Desk

• Customer Service Experience in non tech call center environment will not be considered

• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support

Working Hours: Monday to Thursday: 8.5hr. Staggered between 7:00 AM to 7:00 PM Friday: 8hr. Staggered between 7:00 AM to 7:00 PM Saturday – Once or 2 times a month (0.5 day - 7:00 AM to 2:00 PM). Weekday hour will be shortened if agents need to cover Saturday.