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- Assume primary responsibility for client's PC support providing service over the phone, through e-mail, chat, in person, or via remote control.
- Take ownership of issues carrying out problem analysis to implement temporary or permanent fixes with the aim or restoring service to the customer as soon as possible; escalating incidents or problems to other support teams when necessary.
- Accurately record, update and document support activities using service management software.
- Responsible to ensure completion of all assigned work and proper communications with clients meeting service level agreements, customer satisfaction, and service demands. Search and utilize knowledge; create, modify, and publish support documentation to ensure accurate knowledge and promote Level 1 first call resolution or user self-service where possible.
- Work with the Level 1 Service Desk, other Technicians, Senior Technicians, Hardware, and Engineering to understand support needs. Provide expertise on support services or 'on-call' level-2 support when requested.
- Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and hardware and software procurement and usage guidelines.
- 4-7 years’ experience.
- Level 2 Desktop Support Experience supporting Win 10, Office 365, VPN, and Mobile devices
- Strong troubleshooting ability
- Customer Service / Customer Focus
- Strong Verbal and written communication skills
- 2-5 years of experience in a corporate environment
- Experience supporting remote based or field sales users
- Experience supporting iPads and iPhones
- Experience with ServiceNow ticketing System