SUMMARY:
The 1st level remote support is required to provide 1st level troubleshooting to users’ queries/incidents received
Responsibilities:
- Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
- 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 the 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 the 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.
Requirements:
- Diploma in IT-related fields
- Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk.
- Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support
Core Rotating 8.5hr staggered
- Monday to Friday: 8.5hrs
- Day Shift: 01.00PM – 10.30PM, with dinner break
- Night Shift: 10.30PM – 08.00AM with night snack/supper break
