L1 Service Desk Engineer (FCR Support)
Summary
First-level service desk engineer handling First Call Resolution support: answers user calls and emails, performs initial troubleshooting and prioritization of incidents, keeps customers updated within SLA, and escalates to second-level teams while owning cases through to closure.
The 1st Level Remote Support is required to provide 1st level troubleshooting to user’s queries/incidents received (regardless of source; in a professional and timely manner)
Key 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
Able to communicate well to end-users over the phone
Good learning attitude with an interest in IT