Technical Helpdesk Engineer
Posted
- IT Technical Support: Deliver First Call Resolution (FCR) for computing devices (desktops, notebooks, tablets, smartphones) via remote tools, phone and email.
- Incident Management: Perform initial classification, prioritization, and troubleshooting of IT incidents. Escalate unresolved or complex cases to L2/resolver groups
- Case Tracking: Log, track, and update all support requests inside the service desk ticketing system while maintaining case ownership until closure
- Operational Compliance: Follow ITIL framework guidelines, respect strict Service Level Agreements (SLAs), and document configurations accurately.
- Provide regular status updates to users, manage customer expectations, and report unusual surges in specific issue types.ADHOC duties as assigned