Service Desk Engineer

The 1st Level Remote Support is required to provide 1st level troubleshooting to user queries/incidents received (regardless of source) in a professional and timely manner.

Its a Shift Assignment:

Job Responsibilities:

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

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

. Furnish and submit timely updates to customers on outstanding issues within targeted Service Levels.

. Maintain ownership of cases and follow-up on reported issues until closure, recording accurate and complete information.

. Demonstrate customer-centric orientation, manage expectations, and notify Team Lead of unusual surges in call volume or incident type.

. Handle initial classification/prioritization of incidents, track resolution progress, and provide regular updates.

. Diploma or equivalent in IT or related discipline

. Basic knowledge of IT troubleshooting and ticketing systems

. Willingness to work rotating shifts (day/night/weekends)

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