IT Service Desk Agent | 1 Year Contract (N) - #1086594

• 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)
• 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 2 nd 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.

REQUIREMENTS

• Customer Service Experience in non tech call center environment will not be considered.
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.
• Min 1 year End user support experience, Desktop or Technical Service Desk.
• Must be IT Diploma Holder

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EA Personnel Name: Jack
EA Personnel No: R1438259
EA License No: 16C8004