Found Description
Key Responsibilities
- Act as the first point of contact for incoming incidents and service requests via phone, email, or ticketing systems.
- Assess, validate, categorize, and prioritize tickets in accordance with defined support processes and SLAs.
- Perform first-level (L1) remote troubleshooting for desktop systems, Microsoft Windows operating systems, retail point-of-sale (POS) devices, and basic peripheral issues.
- Resolve common technical issues by following documented procedures, knowledge base articles, and standard operating procedures.
- Accurately document all interactions, troubleshooting steps, and resolutions in the incident management system.
- Monitor ticket status and ensure timely updates and closure, keeping customers informed throughout the resolution process.
- Dispatch field service technicians or escalate incidents to higher-level support teams when issues cannot be resolved at first level.