SERVICE DESK AGENT
Position Summary
We are seeking a 1st Level Remote Support professional responsible for providing first-level troubleshooting and support for users’ queries/incidents. The ideal candidate will ensure timely, professional responses to incoming incidents and provide resolutions or escalate as needed.
Key Responsibilities & Results:
- First Call Resolution (FCR) Technical SupportProvide technical support via phone and email, ensuring calls and emails are promptly addressed.
- First Level TroubleshootingPerform basic troubleshooting on reported incidents and escalate to 2nd level resolver groups when necessary, following work instructions.
- Customer CommunicationKeep customers informed on the status of unresolved issues within the targeted Service Level Agreement (SLA).
- Case OwnershipMaintain ownership of cases, follow up on issues until closure, and record accurate, detailed information for each incident.
- Incident Surge ManagementMonitor for unusual surges in calls and escalate to the Team Lead as needed.
- Incident Classification & PrioritizationClassify and prioritize incidents, track resolution progress, and provide regular updates to customers.
Requirements:
- Minimum Diploma in IT-related fields.
- At least 1-year experience in End-User Support, Desktop Support, or Technical Service Desk.
- Experience in non-technical customer service environments will not be applicable for this role.
- Proficiency in: Windows OS
Active Directory Account Administration
MS Outlook
Mobile device support
