To provide accessible, timely, effective, efficient and professional quality service to resolve problems and to delight.
Polite and professional service.
Prompt response to queries via voicemail / email / fax.
Accurate assessment/ resolution of problems.
Provide first level support to troubleshoot and solve technical problems.
Incident tracking and first & second level resolution for all trouble calls, including those related to desktop, Local Area Network (LAN), centralized infrastructure, Wide Area Network (WAN), and voice services related Service Requests
How-to assistance for Customer-defined common off the shelf applications included in its standard End User Service platform images
Coordination for employee user account administration, activation, changes, and terminations, including:
Password/account setup and reset (various Customer system platforms) remote access connectivity (e.g., VPN), email accounts, host IDs, password resets, customer authorized mobile devices, voice/ mail administration, telephone lines, End-to-end ownership for Incident identification, escalation, resolution, and closure as agreed.
Requirements:
Able to work in a team to support end-users needs in IT hardware and software issues
Excellent interpersonal and communication skills to speak with different stakeholders and users
