Responsibilities:

• Provide swift and professional IT support via phone/email/chat

• Perform analysis, diagnosis, and resolution of desktop/laptop/mobile devices problems for clients, recommend and implement corrective solutions

• Utilise Service Now ticketing system to record, update and resolve tickets from clients; Escalate tickets to next appropriate resolver group when needed

• Experience with following system/technologies: Windows OS, Mac OS, i OS, SCCM, MDM clients, Virtual environments (VDI, Citrix, v Sphere), etc

• Upholding procedures for logging, reporting, and statistically monitoring service desk and desktop operations

• Write technical support and client documentation in form of Knowledgebase articles

• Meet or exceed expected customer service levels
  

Key Competencies:

• Excellent proven track record supporting clients in a financial environment

• Provide swift and professional IT support via phone/email/chat

• Perform analysis, diagnosis, and resolution of desktop/laptop/mobile devices problems for clients, recommend and implement corrective solutions

• Utilise Service Now ticketing system to record, update and resolve tickets from clients; Escalate tickets to next appropriate resolver group when needed

• Experience with following system/technologies: Windows OS, Mac OS, i OS, SCCM, MDM clients, Virtual environments (VDI, Citrix, v Sphere), etc

• Other duties as assigned by the Level 2 Support Leads

• Upholding procedures for logging, reporting, and statistically monitoring service desk and desktop operations

• Write technical support and client documentation in form of Knowledgebase articles

• Meet or exceed expected customer service levels

• Other duties as assigned by the Level 2 Support Leads