About this role
The Role at a Glance
You will be responsible for level 1 and level 2 support of end-user ecosystems, which is inclusive of, but not limited to desktops, laptops, desk phones, mobile device hardware, software, as well as associated break/fix services and VIP support. You will troubleshoot & repairs computer systems & peripheral equipment and will also respond to incidents & service requests either in person, by telephone, or via remote access. Additionally, you will provide timely resolution of incidents or escalations on behalf of end users, to appropriate technical staff.
What you'll be doing
- Processes level 1 and level 2 incidents and service requests, which is inclusive of a specialized VIP support queue.
- Monitors respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs.
- Complies with standard processes and procedures.
- Relies on experience and judgment to plan and accomplish goals.
- Provides coaching and training to less experienced team members.
- Participates in projects as necessary.
- Makes complex ideas or situations clear, simple, and/or understandable.
- Interacts closely with customers to understand their need