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, iOS, SCCM, MDM clients, Virtual environments (VDI, Citrix, vSphere), 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, iOS, SCCM, MDM clients, Virtual environments (VDI, Citrix, vSphere), 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