Job Title: Service Desk Engineer
Position Summary:
The 1st Level Remote Support will provide first-level troubleshooting for user queries and incidents in a professional and timely manner.
Key Responsibilities:
- Deliver First Call Resolution (FCR) technical support via phone and email, ensuring timely responses.
- Perform initial troubleshooting for reported incidents and escalate to 2nd level support when necessary.
- Provide timely updates to customers on outstanding issues, adhering to Service Level targets.
- Maintain ownership of cases, ensuring accurate and complete information is recorded and issues are followed through until resolution.
- Manage customer expectations and report unusual call surges to the Team Lead.
- Classify and prioritize incidents, track resolution progress, and provide regular status updates.
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