#EG IT Service Desk Engineer

Responsibilities

• 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.

• 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.

A little about you

• Preferably with 1 or more years related experience in Technology Administration. Some network knowledge will be an advantage

• Computer literacy in MS Office

• Proficiency in Technology will be added advantage

• Independent, resourceful, result-oriented individuals with a "can-do" attitude

About NCS Group

We want to create the extraordinary, and to impact millions of people everyday.

We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services.

We want to invest in you!

Great work is never done alone, and that’s why we also believe in creating a collaborative work environment to bring people with different expertise and talent together.

We create opportunities for our people to grow in our organization with well-defined career tracks and specializations to ensure that our people and talent can continuously deliver new value for our clients.

We’re here to make the extraordinary happen.

Learn more at ncs.co and our LinkedIn Career site.