Job responsibilities:
- 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
Job requirements:
- Min Diploma in IT related fields
- Min 1 year experience in service desk
- Those who have knowledge in Windows OS, MS Office, MS Outlook, mobile device support will have an added advantage
How to apply:
Interested applicants, please submit your updated resume to [email protected]
Please state your availability, current & expected salaries for processing purpose
Potential candidates will be contacted for a detailed discussion
We regret that only shortlisted candidates will be notified
