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

1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded to promptly.

2.Perform first-level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

3.Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level

4.Maintain ownership of cases and follow up on reported issues until closure and ensure accurate and complete relevant information is recorded.

5.Manage customer expectations and notify the Team Lead in the event of an unusual surge in calls of a specific nature/ pot...