Service desk engineer

Job Description & Requirements

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly

• 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 the targeted Service Level

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

• Manage customer expectations and notify the 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.