· 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.
· Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
Ideal candidate should possess the following:
· Candidate with minimum Higher Nitec, Diploma Certification in Computer/Electronic Engineering or equivalent discipline
· At least 1-year end-user support experience, desktop or technical service desk.
· To have the relevant Technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
