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:

1. First Call Resolution (FCR) Technical SupportProvide technical support via phone and email, ensuring calls and emails are promptly addressed.
   
2. First Level TroubleshootingPerform basic troubleshooting on reported incidents and escalate to 2nd level resolver groups when necessary, following work instructions.
   
3. Customer CommunicationKeep customers informed on the status of unresolved issues within the targeted Service Level Agreement (SLA).
   
4. Case OwnershipMaintain ownership of cases, follow up on issues until closure, and record accurate, detailed information for each incident.
   
5. Incident Surge ManagementMonitor for unusual surges in calls and escalate to the Team Lead as needed.
   
6. 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