Provides Deskside support to all end users; providing resolution to end users or escalation to 3rd level support.
Your key activities will include:
Works in a professional manner at all times and maintains a consistent image of the Global service, through open communication, reliability and high availability, and promotes the values and benefits of the Service Desk organization
Receive incoming incidents and requests, records in tickets, and resolves in adequate time frame, ensuring expected customer satisfaction and investigates, troubleshoots and resolves reported problems in a timely and efficient manner as well as open, track and closes call and change tickets
Presents complex technical information to a nontechnical audience in a clear and easy to understand manner and supports single business/technical applications, and presents and explains the benefits and features, as well as the technical specifications of a product