Key Responsibilities
Provide Level 1 remote desktop support through phone, email, and chat.
Diagnose and resolve hardware, software, and network-related issues within defined SLAs.
Handle service desk tickets and ensure timely and accurate resolution.
Maintain quality standards related to technical support, communication, and process compliance.
Drive First Call Resolution (FCR) while maintaining required Average Handling Time (AHT).
Minimize rejected resolutions, reopened tickets, and repeat incidents.
Maintain high login efficiency and availability.
Update ticket worklogs, resolution details, and case documentation accurately.
Follow defined shift and escalation processes.
Escalate complex or unresolved issues to L2/L3 support teams or technical specialists.
Contribute to knowledge base updates and other value-added activities.
Continuously develop technical and process knowledge.
Mandatory Skills
Service Desk
Level 1 IT Support
Remote Desktop Support
Hardware and Software Troubleshooting
Basic Network Troubleshooting
Ticket Management
SLA Management
Customer Support
Incident Resolution
Positive verbal and written communication