IT Service Desk / Desktop Support Engineer

ROLE AND RESPONSIBILTIES

As an IT Service Desk Support, you will be providing 1st Level IT Support, via Phone and Remote-Control tool, to manage users’ incidents and queries in a professional and timely manner the broad area of your job responsibilities will cover the following:
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.

REQUIREMENTS

Ideal candidate should possess the following:
Candidate with minimum Higher Nitec, Diploma Certification in Computer/Electronic Engineering or equivalent discipline
At least 1-year end-user support experience, desktop or technical service desk.
To have the relevant Technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office application.

Job Code: PRIT
EA License NO.: 01C4394

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