Diagnose and troubleshoot end-user desktop application issues and provides an appropriate solution
Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Provides case status updates to management and end-users per service level guidelines
Documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
Provide support for PCs, laptops, printers, cell phones, and tablets, etc.
Support end-users in their use of applications such as Microsoft Office, VPN, Citrix, and MDM (mobile device management)
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Communicates with customers at all levels of technical and non-technical skills sets
Follow all standard operating procedures (SOP) through the effective use of Knowledge management