IT Service Desk Agent - Min 1 Year L1 Desktop /Technical Service Desk Exp

Basic Salary up to $3,000 (Subject to experience)
Location: Central or East

Responsibilities : 

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• 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 the 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 the 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.

Requirement : 

• Min Higher Nitec in IT related fields
• Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service 
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.