SECTION A: POSITION SUMMARY
- Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users’ incidents and queries in a professional and timely manner. Able to work independently with minimum supervision during weekend or night shift.
SECTION B: KEY RESPONSIBILITIES AND RESULTS
1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
7. Ensure Email Backlogs are cleared before the following day start of business.
