Service Desk Agent

Job Description: • 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 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  Qualifications: • Min Diploma 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