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, Mac OS, Active Directory Account Administration, MS Outlook,
mobile devices support.
SECTION A: POSITION SUMMARY
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)
SECTION B: KEY RESPONSIBILITIES AND RESULTS
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.
