Description

You will manage technical support operations for end-user hardware and software issues, ensuring timely resolution and customer satisfaction.

Responsibilities

• Manage ticket queues by ensuring timely acceptance, categorization, and resolution according to SLAs and KPIs.
• Troubleshoot a wide range of queries via phone or chat, walking customers through problem-solving processes.
• Own incidents from initial contact through to closure, providing status updates and ETAs for delayed processes.
• Install, configure, test, and maintain end-user hardware, network peripherals, printing devices, and presentation equipment.
• Image and set up workstations using SCCM and perform on-site diagnosis for complex desktop problems.

Required Skills

• 2+ years of experience in technical service desk roles.
• Help Desk Support experience.
• Microsoft Endpoint Configuration Manager (MECM).
• SCCM workstation imaging and deployment.
• Hardware troubleshooting for desktops, laptops, and peripherals.
• Incident management and queue management.
• Ability to escalate incidents to next-line support when procedures are unavailable or insufficient.

Key Skills

Education

Any Graduate