Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service Experience in non tech call center environment will not be considered. Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.
1. Provide First Call Resolution (FCR) technical support via phone and emails.
2. Perform first level troubleshooting on all reported incidents and escalate incidents
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted
Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a
specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and
provide regular updates for follow-up actions and incident status.