SECTION A: POSITION SUMMARY
- Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users incidents and queries in a professional and timely manner. Able to work independently with minimum supervision during weekend or night shift.
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 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.
- Ensure Email Backlogs are cleared before the following day start of business.
