Desk side support / Desktop support

JOB OBJECTIVES:

• Addressing user Tickets regarding Hardware software and networking support
• Offering the technical support to all customers /endusers or email making the proof of professionalism in the relationship with clients.
• Offer customer service

TASKS, ATTRIBUTIONS, ACTIVITIES:

Tasks, attributions, and activities are to be performed using support languages mentioned within "Required professional experience" section.

• Management of tickets (working orders) according to the performance indicators and SLA (Service Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback.
• Managing and resolving Tickets assigned to the site support Queue, raised by either customer or Servicedesk by the application of the rules and specific provisions communicated to process level
• Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process.
• compliance with all parameters and in compliance with the specifications communicated to

SERVICENOW Ticket Management/ management of all assigned tickets

followup/ resolve all incidents assigned.

Follow up or resolve all Request /task that have been assigned

Redistributing tickets which are not in scope (where applicable)

Tracking and follow up on tickets that were re assigned allocated in the system or with other PRG

Proactive action with a view to effective management of queue (ServiceNow Queue Management)

Management/ management of matters

Identification of the general trend manifested at the level of tickets and communication of the results to immediate Supervisor for better management of the activity on the project level.

Creating Child tickets/ for problems simpler and connecting them to initial Parent tickets (which describe general problem)

Monitoring to solve cases and updating customer information

Contacting the user to confirm that the Ticket /Issue have been resolved

Contacting the user to explain the resolution on difficult encountered issues that would pertain to their incident (where applicable)

Adherence to the quality standards must be made known to the process level.