IT Desk Support - Min 1 year Experience

Responsibilities:

• Provide First Call Resolution (FCR) technical support via phone and email.
• Ensure calls are answered and emails are responded to in a timely manner.
• 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 targeted Service Level Agreements.
• Maintain ownership of cases and follow-up on reported issues until closure, ensuring accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surges in calls of a specific nature.
• Handle initial classification and prioritization of the incidents.
• Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Requirements:

• Minimum Diploma in IT-related fields.
• Minimum 1 year of End User Support experience, Desktop or Technical Service Desk.
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.