DSE

Principal Responsibilities:

Provide comprehensive technical support services to the Client’s internal customers and service providers.

Assess reported issues and as necessary work directly with Client’s service providers for escalation and timely issue resolution.

Effectively communicate with Deskside Supervisor in regards to asset management and break/fix processes.

Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes.

Provide setup and support services for conference rooms.

Follow established Asset Management processes

Report any potential problem cases to the Deskside Supervisor. (Build a “proactive”environment)

Perform IMAC-related tasks as assigned.

Replicate and resolve customer incidents in the software & hardware environment.

Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA’s. Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.

documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness and timeliness.

Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.

Perform customer support related tasks and special projects as assigned by management.

Liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Job Requirements

Skills

• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

• Excellent communication and customer service skills. Dedication to customer service.

• Excellent teamwork skills

• Excellent desktop support technical skills

• Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)

• Ability to perform root cause analysis and determine appropriate course of action based on result

• Language Skills

• Official Local Language on a native or at least very good (fluent) level (C1/C2)

• English on an advanced level (B2 or better)

• Education

• Degree in computer science, vocational training as an IT specialist (m/f/d) or comparable training

• A+ Certification or equivalent required

• Microsoft Certified Professional certification or equivalent is a plus

• Experience

• Minimum of 24 months of Desktop support experience

• Working Relationships

• Maintain inter-department relationships to resolve reported incidents

• Effectively communicate with extended service providers and IT infrastructure groups

• Develop communication and working relationship with supervisor and colleagues

• Job type: Contract Division: eTeam Workforce Limited Reference: 22-00739