Senior/Junior Service Desk engineer

Job Description

- Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users incidents and queries in a professional and timely manner.

- Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded 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.

- Log, track and priorities all support request using the ticking system, ensuring accurate documentation and timely resolution.

Qualifications

Language

- All deliverables and correspondence be written in readily comprehensible English Language.

- The Service Desk representatives shall be proficient in written and spoken English to provide instructions, offer advisory services, training and any other submissions as required.

Pre-requisites

- To have a minimum of 1-year end-user support experience, desktop or technical service desk. This requirement does not include those with Customer Service Experience in a non-technical call center environment.

- To have the relevant Technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.

- To complete the Pre-Interview Assessment Test. Candidate to score 50% to pass

- Preferably with CompTIA A+ certification

- Good understanding on Hardware and peripherals.

- Experience in supporting WIFI/LAN Connectivity

- Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN)

- Customer service orientation and patience when dealing with non-technical users

- Basic Understanding of ITIL framework