Service Desk Specialist 007

Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status

- 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 accurate 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.

Other Information

• Please refer to U3’s Privacy Notice for Job Applicants/Seekers at https: //u3infotech.com/privacy-notice-job-applicants/. When you apply, you voluntarily consent to the collection, use, and disclosure of your personal data for recruitment/employment and related purposes.