Desktop Support

Key requirements : End user computing L1 / L2 / L3 support (Desktop / Laptop / Mobile / Virtual Meeting Tech Audio & Video); WiFi Network Support; These can be 3rd party or employees.

Responsibilities :

• Provide hardware / software / network problem diagnosis / resolution via telephone / email / chat for customer's end users.
• Classify Service Calls according to the specified options.
• Route problems to 3rd level IT support staff using knowledge base articles.
• Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.
• Use the SOAR to document and manage problems and work requests and their respective resolutions and circumventions.
• Respond to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
• Troubleshoot client software and basic network connectivity problems remotely using remote access tools.
• Identify, evaluate and prioritize customer problems and complaints.
• Participate in on-going training and departmental development.
• Maintain quality standards for incident documentation and phone calls.

Skills :

Required Experience, Skills and Qualifications :

J-18808-Ljbffr