Service Desk Engineer

Position Summary

The 1st level remote support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source in a professional and timely manner)

Key Responsibilities & Results

1

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

2

Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions

3

Furnish and submit timely updates to customers on the status of outstanding issues within the 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 the 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.

Requirements

• Minimum Education: Diploma in IT-related fields
• Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk.
  • Customer Service Experience in a non-tech call center environment will not be considered.
• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.