Vacancy expired!
- Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.
- Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
- Provides incident status updates to management and end-users per service level guidelines
- Support and maintain effective relationships with users
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
- Provide support for PCs, laptops, printers, cell phones, and tablets etc.
- Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
- Communicates with customers at all levels of technical and non-technical skills sets
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management
- 2+ years of experience working in a service desk or customer service environment
- Minimum 1 year technical support experience
- Minimum 1 year chat support experience
- Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager)
- Ability to type at least 40 words per minute
- Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time
- Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS
- Bachelors or Associates degree in Information Technology
Vacancy expired!