Meet established service level metrics for call response, technical support, and customer service.
Provide Help Desk support for End users and Level 1 Support for IT Infrastructure and Applications.
Log Incidents / call tickets into Servicenow, monitor incoming customer ticket queues for assignment, follow-up, and resolution.
Use remote tools such as Dameware / BOMGAR to troubleshoot and resolve end users laptops, desktops, mobile devices (Apple iPad / iPhone, Android Phones, Blackberry devices and other mobile smart phones).
Follow and complete Help Desk opening and closing checklists.
Research and update Knowledge Base for solutions that can be used to provide first-contact resolution.
Perform installation/ troubleshooting / configuring of MS Outlook Client, MS Office Applications software, Antivirus Software, etc.
Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
Perform in depth troubleshooting of desktop/ laptop computers, printers, and other directly attached peripherals to identify issues.
Provide / Assist users with basic Level 1 troubleshooting of Business Applications, Sharepoint Portals, Active Directory, MS Exchange Email, Blackberry, File Server, Print Server, MS Lync, etc.
Provide basic troubleshooting for Networks (LAN, Wireless LAN), User desktop Telephones etc.
Previous experience providing remote Help Desk / Service Desk support (this is a must).
Good customer care skills.
Should have previous working experience in the following: