IT Service Desk Engineer
4 weeks ago
IT SERVICE DESK ANALYST
POSITION SUMMARY
Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users’ incidents and queries in a professional and timely manner.
KEY RESPONSIBILITIES AND RESULTS
- 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.
Tell employers what skills you have
Troubleshooting
Microsoft Office
Incident Response
Hardware
Ticketing
Customer Support
Information Technology
Service Level
remote support
Ticketing Systems
Service Desk
Windows
Service Level Management
ITIL
ServiceNow
Customer Service
Incident Management
Technical Support
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