About the job:
- 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.
About you:
- Min Diploma in IT-related fields
- Min 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.
Others:
- Monday - Friday rotating 8.5 shifts.
- Shift allowance
- This position required to do project clearance.
