Responsibilities Incident and Request Management:
- Assess, triage, research, and resolve incidents, service requests, and information inquiries.
- Collect necessary details through customer interviews and support tools.
- Escalate complex issues to appropriate teams.
- Document incidents and requests in the ticketing system and maintain the knowledge base.
- Provide support for applications, operating systems, and network issues.
- Troubleshoot and resolve hardware and software issues.
- Manage distribution of loaner equipment.
- Configure conference rooms for meetings.
- Set up new users and introduce them to applications.
- Deliver exceptional customer service through phone, email, and in-person interactions.
- Build strong relationships with customers, ensuring a positive support experience.
- Communicate effectively with all levels of staff.
- Demonstrate patience, friendliness, and approachability.
- Strong application support skills are required.
- Fluency and capability in:
- Common business applications (Microsoft Office Suite, document management systems, PDF tools, timekeeping software, metadata tools, comparison tools).
- Windows 10 operating system.
- Basic understanding of MAC OS and Windows network functionality (Active Directory, domains, group policies).
- Excellent problem-solving and analytical skills.
- Strong customer service orientation.
- Effective communication skills.
- Basic desktop support knowledge.
- Experience with conference room setups.
- Familiarity with mobile device synchronization (Active Sync).
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