- Monitor systems and identify performance issues reactively.
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Solve complex technical problems for Desktop PC, Laptops, Peripherals, and Mobile Devices as well as Telecom services and email services.
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Works within strict time scales and elevates incidents within defined time windows.
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Review, Assign, Resolve, Log comments and Close tickets in standard Tools like ServiceNow, HP Service Manager, Remedy or CA Service Desk.
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Responds to Service Desk calls from Remote Users and resolve issues using remote connectivity tools.
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Understands VPN/RAS Connectivity and Advanced Troubleshooting of connection problems.
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Troubleshoot Microsoft patches, corporate software deployments, group policies and Antivirus issues. Support patching of OS when required.
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Have familiarity with Microsoft Active Directory, DNS and Proxy Services.
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Understands Microsoft Office 365, Exchange Corporate Email Systems((link removed) .ost and Archives file types).
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Strong writing and verbal communications skills.
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Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
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Possess creative ability, credibility, and self-confidence while communicating established company policies and providing exceptional customer service and an overall world class employee experience.
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Problem Management
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Ability to identify incident trends in order to elevate incidents in accordance with standard protocols.
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Work with mixed cross functional teams like Networking, Unix and Wintel to support Problem identification and Resolution.
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Understands the impact of operations delivery on the customer's business.
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Contribute to team's ability to meet target goals.
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Responds to customer relations problems promptly and appropriately, escalates issues according to established procedures.
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Keeps composure under pressure. Has a customer is always right attitude.
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Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
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Work effectively in a multicultural environment.
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Respond to common service, product, technical, and customer-relations questions
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Work with local teammates and virtual team members
