Key Responsibilities :-
- Provide First Call Resolution (FCR) technical support via phone and email, ensuring timely responses to all queries.
- Perform first-level troubleshooting on all reported incidents and escalate unresolved issues to 2nd-level resolver groups as per work instructions.
- Furnish and submit timely updates to customers on the status of outstanding issues within agreed service levels.
- Maintain ownership of reported issues until closure, ensuring accurate and complete information is captured in the system.
- Manage customer expectations effectively and notify the Team Lead of unusual surges in call volume or recurring issues.
- Handle initial incident classification and prioritization, track resolution progress, and provide regular updates to users.
Requirements
- Education: Minimum Higher Nitec in IT-related fields.
- Experience: Minimum 1 year in End User Support (Desktop Support or Technical Service Desk).
Technical Knowledge:
- Windows Operating Systems
- Active Directory Account Administration
- Microsoft Outlook
- Mobile device support
- Mandatory Skills: Microsoft Office 365
- Preferred Skills:
- Microsoft Windows troubleshooting
- ITIL IT Service Management (process knowledge advantageous)
Job Types: Full-time, Contract
Contract length: 12 months
Pay: Up to $2,800.00 per month
Location: