IT Service Desk Support - 12 hrs Shift - #1103333

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

Responsibilities:

• Provide first-line technical support and issue resolution through phone and email channels, ensuring First Call Resolution (FCR) where possible.

• Respond to incoming calls and emails promptly, adhering to response time targets and service level agreements (SLAs).

• Perform initial troubleshooting for all reported incidents and escalate unresolved issues to second-level support teams according to established procedures.

• Maintain case ownership by following up on open incidents until resolution, ensuring accurate and complete documentation of all relevant details.

• Keep users informed with timely updates on the status of their requests and incidents.

• Classify and prioritize incoming incidents based on urgency and impact.

• Monitor and track incident progress, ensuring all actions and status updates are communicated appropriately.

• Manage customer expectations professionally and escalate unusual call volumes or recurring issues to the Team Lead for further action.

Requirements:

• Minimum Diploma in Information Technology or a related field.

• At least 1 year of experience in end-user support, desktop support, or technical service desk roles.

• Good working knowledge of Windows operating systems, Active Directory account administration, Microsoft Outlook, and mobile device support.

• Strong communication, customer service, and problem-solving skills.

• Ability to work effectively both independently and as part of a team.