Service Desk Engineer

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Requirement

• Min Higher Nitec in IT related fields
• Min 1 year End user support experience, Desktop or Technical Service Desk. 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.

SECTION A: POSITION SUMMARY

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

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 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.

Job Type: Contract
Contract length: 12 months

Pay: $1,414.37 - $3,000.00 per month

Work Location: In person