IT Service Desk Support - 12 hours Shift - #1099085

Location: East
Length of Contract: 12 Months (Renewable)

Responsibilities: 

• 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.

Requirements: 

• Min Diploma in IT related fields

• Min 1 year End user support experience, Desktop or Technical Service Desk. 

• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support