– Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
– Over-all responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic and repair.
– Must be able to coordinate to Senior Technical Support Engineer and Team Leader any critical technical issues.
– Set up new user’s accounts and profiles.
– Walkthrough staff or clients through series of actions to resolve issues.
– Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
– Proactively update end users with regards to their request.
– Ability to perform root cause analysis and technical reports for issues involving desktop environment.
– Assent Management.
– Analyze and respond to issues and develop resolutions in a timely manner.
– Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
– Take full responsibility and the required action for the assigned tasks.
– Meet and adhere to attendance requirements based on Service Level Agreement
– Meet and exceeds KPI targets set by the client.
– Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.
– Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.