Urgent Hirings- Desktop Support / Remote Desktop support

SECTION A: POSITION SUMMARY

• The 1st Level Remote Support is required to provide 1st level troubleshooting to users
  
  

queries/incidents received (regardless of source; in a professional and timely manner)

SECTION B: 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.