IT Opening - HELPDESK / SERVICE DESK/DESKTOP ENGINEER

Job Description & Requirements • 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.