Job Information
Job Description
Job Description
- Perform all roles and responsibilities of a Desk Side Support Technician.
- Provide direct face-to-face world class end user support experience in a walk-up IT bar environment.
- Provide primary support to executive users.
- Greet and assist users with the check-in process.
- Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues or perform warm hand off to an available guru with bandwidth.
- Provide support for corporate sanctioned employee owned devices.
- Schedule appointments taking into account user availability and the workload of the team.
- Owns the user experience; including identifying and averting potential escalations.
- Become experts in and demonstrate new and upcoming technologies.
- Provide user training on business applications, operating systems and interprets and communicates IT policies at a level appropriate to the audience.
- Develop and share solutions to application, operating system and firmware issues.
- Partner with L3 support teams as appropriate to ensure problem resolution is obtained.
- Perform problem management on existing and new ticket.
- Assist with the onboarding of new users including phone setup, access requests and computer setup.
- Work with procurement staff to purchase hardware and software..
(1) To provide support for on call escalations and doing root cause analysis of given issue.
(2) To independently resolve tickets within agreed SLA of ticket volume and time.
(3) To adhere to quality standards, regulatory requirements and company policies.
(4) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
(5) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
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