Urgent Hirings- Desktop Support / Remote Desktop support

Urgent Hirings - Desktop Support / Remote Desktop Support

SECTION A: POSITION SUMMARY

• The 1st Level Remote Support is required to provide 1st level troubleshooting to users for queries/incidents received (regardless of source; in a professional and timely manner).

SECTION B: KEY RESPONSIBILITIES AND RESULTS

• 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.
• 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 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.

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Information Technology

Industries

• Human Resources Services