Service Desk engineer

Position Summary

The 1st Level Remote Support role is responsible for providing first-level troubleshooting and technical assistance to users queries and incidents received through various support channels in a professional and timely manner.

Key Responsibilities

. Provide First Call Resolution (FCR) technical support via phone and email

. Perform first-level troubleshooting on reported incidents and escalate to appropriate resolver groups when required

. Provide timely updates to customers on outstanding issues within agreed service levels

. Maintain ownership of cases and ensure accurate documentation until closure

. Manage customer expectations and escalate unusual trends or high call volumes to the Team Lead

. Classify and prioritize incidents appropriately while tracking resolution progress and follow-up actions

Requirements

. Diploma in IT-related fields

. Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk

. Customer service experience from a non-technical call center environment will not be considered

. Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support