Job Description

Responsibilities

• To provide accessible, timely, effective, efficient and professional quality service to resolve problems and to delight.
• Be available to take calls.
• 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, Multi-language / local-language capabilities as agreed. The Service Desk will authenticate each requester’s call request.
• Receive and answer all User IT Service Request calls (including trouble calls, install, move, add and change (“IMAC”) requests, and requests for general technology assistance)
• Determine inquiry/problem resolution requirements.