Service Desk Agent (12 hours shift)

POSITION SUMMARY:

• The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received

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

Requirement:

• Minimum Diploma in IT
• Minimum 1 year End user support experience, Desktop or Technical Service Desk.
• Able to cover rotating 12hr shift, Monday - Sunday
• Knowledge in Windows, Active Directory Account Administration, Ms Outlook, mobile devices support.

EA Licence No.:18S9405 / EA Reg. No.:R1330864

To apply please click the Apply button or send us your updated profile to recruit@percept-solutions.com