ServiceDesk Engineer(12 hrs shift )

Role: ServiceDesk Engineer
Location: Deport road

JD:
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