Experience in Operating Systems, Desktop, Laptop, MDM, MFA, Office 365, Password reset management, MS Office, Printer, AD, VPN, other end devices and SharePoint.
Proven expertise and efficiency in support of Network.
In-depth knowledge of GSD Functions, process and procedures and quality of service measurement.
Excellent process flow modeling and documentation skills.
Knowledge of problem tracking and other GSD tools.
Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.
Provides timely support to onsite technicians at Sites.
Analyzes and attempts to resolve issues without further escalation.
Properly updates the corresponding problem ticket and either escalates the ticket further, or updates the resolution information and resolving
Tasks/Incidents within targeted SLAs.
Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with DSS team.
Work as a second line remote desktop support clients
Accept incoming tickets within the response SLA
Ahere SLA Resolution
Diagnose and provide proper technical resolution to operating system, software and application related issues
Technically escalate the tickets which requires further investigation to the third line support teams
Work effectively to update the knowledge base with known errors/workarounds.
Closely monitor the recurrence of incidents and raise problem tickets as necessary
Update the tickets promptly on a regular basis
Identify and escalate situations requiring urgent attention
