Experience in doing Service Desk (SLA)

• Resolve inquiry/problem within prescribed time limits, otherwise escalate to appropriate Level 2 resource within agreed upon SLA escalation time periods
• Manage assigned incidents and requests according to End User Computing (EUC) SLA’s
• Provide single-point-of-contact call ownership from receipt of call through resolution and closure for tracking, coordination, escalation, and resolution for all User Service Request calls
• Experience in handling Ticketing System
• Provide support and services to clients for any IT related technical assistance
• Response to queries from all emails and calls

• Bachelor’s Degree in computer science or equivalent
• experience in providing IT support for users’ IT environment remotely via phone, chat and/or using remote assistance tools
• Solve tickets according to ticket handling documents
• Strive to solve tickets according to SLA and KPI’s
• Extensive hands-on experience with latest Microsoft products (Azure/Enterprise Tools)
• Experience using industry standard ticketing systems (LANDesk, Remedy, Heat)
• Excellent communication and interpersonal skills