Provide Tier 1 Support (Staggered Shift)
· Provide first level of remote support for customers seeking technical assistance over the phone or email.
· Ensure the response to the call or email are responded in a timely manner.
· Perform first level troubleshooting on all reported incidents and escalate to level 2 as per Service Desk Work Instruction.
· Have the ownership of cases in the Ticketing System and follow-up on pending issues until closure and input proper troubleshooting of each case in the System.
· Track the progress of resolution for cases, provide and input regular updates for follow-up actions and incident status.
· Prepare timely updates on the status of cases within targeted Service Level for customers.
· Shift work is required.
· Good Communication Skills.
· Experience in Customer Service/Call Center.
· Excellent organizational skill.
· IT experience in Microsoft Operating Systems, O365, and Cloud Applications.
· Manage end-user expectations and work within SLAs.
· Willing to work on night shift.