SECTION A: POSITION SUMMARY

-\tProvide 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.\tProvide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

2.\tPerform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

3.\tFurnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

4.\tMaintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5.\tManage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

6.\tHandle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

7.\tEnsure Email Backlogs are cleared before the following day start of business.