Job Description:-
The 1 st Level Remote Support is required to provide 1 st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
Key Responsibilities:-
1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2 nd level resolver groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5. Customer Centric oriented, manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
Requirement:-
- Min Diploma in IT related fields
- Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service
- Knowledge in Windows OS, Mac OS, Active Directory Account Administration, MS Outlook, mobile devices support.
Timings:
Mon-Fri: 08:30 AM to 6:00 PM
Sat/Sun/PH: Need to rotate to cover alt Sat/Sun/ PH from 08:30 AM to 6:00PM.
