Job Summary:
The Service Desk Agent is responsible for providing first-level remote support by troubleshooting user queries and incidents professionally and efficiently, regardless of the source of the request.

Key Responsibilities:

1. Provide first-call resolution (FCR) support via phone and email, ensuring prompt and professional responses.
2. Perform initial troubleshooting for all reported incidents and escalate unresolved issues to second-level support teams as per defined procedures.
3. Keep users informed with timely updates on the status of their issues, in alignment with service level targets.
4. Maintain end-to-end ownership of support tickets, ensuring accurate and comprehensive information is logged and cases are followed through to resolution.
5. Manage user expectations effectively and alert the Team Lead in case of unusual spikes in specific types of incidents.
6. Accurately classify and prioritize incoming incidents, track their progress, and ensure consistent follow-ups and updates until closure.