Source description
About the role
JOB DESCRIPTION:
As a member of the Deskside support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department.
Scope
As an End User Support Technician helps in providing quality services to the end users which includes the following key roles and responsibilities:
· Provide customer facing end-user support that includes
§ Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
§ IMAC support including large scale/bulk office moves/re-stack activities (all moves)
§ Support for Operating System, base load software, MS Office suite and other business application
§ Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
§ Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
· Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
· Respond to end-user requests for updates on ticket status and promptly follow up as needed.
· Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Desired Skillsets
· Strong understanding of Client based Operating Systems
· Strong ticketing system experience
· Strong understanding of end user hardware
· Strong knowledge of client based applications
· Excellent communication skills (English & Local language)
· Excellent customer engagement and customer service skills
· Strong desire to help, share, and assist others
· Excellent analytical skills, Work Ethic and Problem-solving skills
· Customer experience - CSAT focused with Customer is #1 Attitude
· Technical Certification (Microsoft/Client/Dell) in the similar field will be an added advantage
Job type: Contract Division: eTeam Workforce Limited - Netherland Reference: 24-00566
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