Service Desk Agent (12-hour Shift)

Roles & Responsibilities

Key Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email, ensuring timely responses to all queries.
• Perform first-level troubleshooting on all reported incidents and escalate unresolved issues to 2nd-level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within agreed service levels.
• Maintain ownership of reported issues until closure, ensuring accurate and complete information is captured in the system.
• Manage customer expectations effectively and notify the Team Lead of unusual surges in call volume or recurring issues.
• Handle initial incident classification and prioritization , track resolution progress, and provide regular updates to users.

Requirements

Technical Knowledge :

Windows Operating Systems

Active Directory Account Administration

Microsoft Outlook

Mobile device support

Preferred Skills :

Microsoft Windows troubleshooting

ITIL IT Service Management

Tell employers what skills you have

Outlook

IT Service Management

Troubleshooting

Active Directory

Administration

Microsoft Office 365

Windows Operating Systems

Service Desk

Windows

Mobile Devices

Microsoft Windows

Team Lead

ITIL

Technical Support