How does Remote Help Desk Technical Support work?

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Support all quit-consumer computing equipment, inclusive of desktop/laptop hardware, software, mobile devices and peripherals, incidents/requests ensuring that Service Delivery objectives, customer support and ticket/analyst metrics are completed for the region.
• Resolve incidents and services requests for all quit users (together with VIP's) consistent with their set up SLA's even as demonstrating the best degree of customer service.
• Resolve conflict with customers and/or Service Delivery sources regarding service requests and incidents
• Escalate incidents to the best Service Operations sources and commercial enterprise leaders according with set up procedure.
• Assists the Service Desk resources with resolving incidents, fulfilling requests, and gives coaching, mentoring and training as important.
• Support all neighborhood infrastructure sources as necessary or as requested by the Infrastructure team of Service Operations.
• Constantly overview Service Delivery reviews and metrics for the quarter and make suggestions or initiate strategies to make certain that suitable measures are taken to correct unsatisfactory results.
• Work with the global Service Delivery crew to develop, preserve and implement SPX-wide desktop guidelines and tactics.

KNOWLEDGE, SKILLS & ABILITIES

• Strong understanding of present day windows-based desktop, hardware, software, networking and peripherals inclusive of, but not confined to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications gadgets which includes mobile gadgets, local vicinity network, etc.
• Excellent customer support abilities and customer focus.
• Ability to behavior and direct studies into IT issues and products.
• Ability to correctly prioritize and execute responsibilities in a high-stress environment.
• Must be noticeably self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
• Extensive experience running in a team-oriented, collaborative surroundings.
• Ability to develop stop-person documentation and lead give up-person schooling.
• Excellent verbal and written conversation abilities with the capacity to present thoughts in both enterprise-friendly and person-friendly languag.
• Works well in a fast developing environment with the ability to supply on time.
• Flexibility and flexibility to converting necessities dictated with the aid of business and IT requirements.
• Meets SPX Leadership Standards
• Flexibility to perform in a shift sample of 16x5

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