Service Desk Agent (12-hour Shift)

Key Responsibilities

1. Provide First Call Resolution (FCR) technical support via phone and email, ensuring timely responses to all queries.
2. Perform first-level troubleshooting on all reported incidents and escalate unresolved issues to 2nd-level resolver groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within agreed service levels.
4. Maintain ownership of reported issues until closure, ensuring accurate and complete information is captured in the system.
5. Manage customer expectations effectively and notify the Team Lead of unusual surges in call volume or recurring issues.
6. Handle initial incident classification and prioritization, track resolution progress, and provide regular updates to users.

Requirements

1. Education: Minimum Higher Nitec in IT-related fields.
2. Experience: Minimum 1 year in End User Support (Desktop Support or Technical Service Desk).
3. Technical Knowledge:
   Windows Operating Systems
   Active Directory Account Administration
   Microsoft Outlook
   Mobile device support
4. Mandatory Skills: Microsoft Office 365
5. Preferred Skills:
   Microsoft Windows troubleshooting
   ITIL IT Service Management