Job Description

Your roleCommunicate and work with users to understand and identify problems, determine the probable cause and logically take them through a step-by-step problem determination procedure either in person or over the telephone – creating articles to improve processes as appropriateProvide desktop support services to defined service levels and in line with customer expectations, applying the right level of urgency to each situationInteract with other Customer support teams as required to resolve issuesInstallation and management of devices and peripheral equipment such as printers and scannersEnsure regular and timely response based on customer’s SLAs to email and telephone assistance requests, keeping users informed of problem resolution timeline and action plansIndependently provide knowledge transfer of business and technical environment to the service desk, with the goal of increasing first-call resolution rate