This position delivers help and solutions to end users by responding to client PC or mobile related queries or solving first or second level technical problems in person or by remote phone support.
Provide phone remote support for client(s).
Team queue management (assigning tickets, SLA monitoring).
Provide Storm response coverage 24/7, including on site, if required. Storm response is called in anticipation of storm and roster is created notifying team members of their shifts / locations.
Maintain queue of trouble tickets in IT Service Management System ( ServiceNow).
Responsible for timely and effective closure of hardware and software issues ( application, mobile, printer).
Assist in PC / laptop configurations - installing operating systems and configuring standard departmental software for onboarding / break fix.