ServiceDesk Engineer 007

Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded. Customer Centric oriented, manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status. Other Information Please refer to U3’s Privacy Notice for Job Applicants/Seekers at https: //u3infotech.com/privacy-notice-job-applicants/. When you apply, you voluntarily consent to the collection, use, and disclosure of your personal data for recruitment/employment and related purposes.