Position Summary:
We are seeking a dedicated and customer-focused Service Desk Agent to provide 1st Level IT Support to users. The role involves managing incidents and queries via phone and remote-control tools, ensuring professional and timely resolutions.
Key Responsibilities:
- Deliver First Call Resolution (FCR) technical support via phone and email, responding promptly to calls and queries.
- Perform initial troubleshooting of reported incidents and escalate unresolved issues to 2nd level support as per guidelines.
- Provide regular updates to customers on the status of their issues, ensuring adherence to Service Level Agreements (SLAs).
- Maintain ownership of reported cases, following up until closure and documenting accurate, complete details.
- Manage customer expectations effectively and notify the Team Lead of any unusual surges in specific types of calls.
- Classify and prioritize incidents, tracking resolution progress and providing follow-up updates.
Ideal Candidate Should Have:
- Strong communication and interpersonal skills.
- A proactive and solution-oriented approach to problem-solving.
- Basic technical knowledge of IT systems and troubleshooting methods.
- The ability to work effectively under pressure and manage multiple priorities.
