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Service Desk Specialist
12hr Rotation Shift, 24 by 7, 2 days work, 2 days off
1. 8:00 AM – 8:00 PM
2. 8:00 PM – 8:00 AM
The 1 st Level Remote Support is required to provide 1 st level troubleshooting to users
queries/incidents received (regardless of source; in a professional and timely manner)
Knowledge in Windows OS, Active Directory Account Administration, MS Outlook,
mobile devices support.
1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered
and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2 nd level resolver
groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted
Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and
complete relevant information is recorded.
5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a
specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and
provide regular updates for follow-up actions and incident status.
Job Types: Full-time, Contract
Contract length: 12 months
Pay: $1,500.00 - $3,000.00 per month
Schedule:
- Day shift
- Night shift
- Weekend availability
12hr Rotation Shift, 24 by 7, 2 days work, 2 days off
1. 8:00 AM – 8:00 PM
2. 8:00 PM – 8:00 AM
The 1 st Level Remote Support is required to provide 1 st level troubleshooting to users
queries/incidents received (regardless of source; in a professional and timely manner)
Knowledge in Windows OS, Active Directory Account Administration, MS Outlook,
mobile devices support.
1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered
and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2 nd level resolver
groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted
Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and
complete relevant information is recorded.
5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a
specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and
provide regular updates for follow-up actions and incident status.
Job Types: Full-time, Contract
Contract length: 12 months
Pay: $1,500.00 - $3,000.00 per month
Schedule:
- Day shift
- Night shift
- Weekend availability