Servicedesk 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