Deskside Support Engineer(VIP Support)

3 weeks ago

London, United Kingdom Cognizant Full time

Job Description

As a Deskside Support Engineer, you will serve as the first point of contact for customers seeking technical assistance in person, over the phone, remote connection software, chat, and email.

Key Responsibilities :

  • Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, remote connection software, chat, and email
  • Provide a high level of customer service to users seeking problem resolution
  • Support VIP users /senior stakeholders providing white glove service
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services
  • Record events and problems and their resolution in internal ticketing systems, Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.
  • Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.

Key Skills and Experience :

  • Expereince in Deskside support, Customer handling, Laptops , mobiles and other devices support.
  • Expereince in trouble shooting Windows , 0365, Intune , Mac , MDM etc.
  • Proficient in end-user network troubleshooting tools and practices
  • Flexible, able to multitask, and prioritize reported issues
  • Experience in providing VIP support /Senior stakeholders
  • Very good english communication
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