Service Desk Executive
3 weeks ago
Receives and handles requests for service, following agreed procedures. Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions Recordsincidents cataloging them by symptom and resolution Acts under guidance to record and track reliability data for your services Systematically interprets user problems and identifies solutions and possible side effects. Uses experience to address user problemsand interrogates database for potential solutions. Escalates complex or unresolved incidents. Records and tracks issues from outset to conclusion. During change, acts systematically to respond to day by day operational needs and react to them, avoiding servicedisruptions and maintaining coherence to (SLA) and information security requirements. Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs usersabout the process, and advises relevant persons of actions taken.
Primary Skill: Service Desk
- Perform L1 and L2 administrative tasks for Windows 10
- Install licensed software on end user machines
- Coordinate with hardware vendor/OEMs for break fix.
- Provide technical and configuration support for any Office 365 products (E.g., Outlook, Office Suite)
- Provide technical expertise for products
- Cisco VPN
- McAfee EPO
- Call Manager (If required)
- Work with customer teams for any assistance on SpecOps or PDQ.
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