Agent, CSC

Core Activities

• Single point of contact to all Syntax Customers
• Accept. Process, solve and respond to customer requests and incidents (per email, phone, Self Service)
• Documentation of all incoming requests and incidents in a ticketing system (SNOW)
• Troubleshoot 1rst level Tasks:
  1. Microsoft Windows, Microsoft Office, Active Directory, User Administration, Remote Support, SAP Printers, General client/PC support, backlog tickets, Print support, Local Network Support, Microsoft Teams, Mobile Device Management, Intune, VPN, SharePoint, Exchange, Citrix, SAP Account Administration, ServiceNow, Azure Virtual Desktop, Office 365.
• Prioritize and escalate according to the global incident management process, EX: Critical and HIGH incidents.
• Development of new preventive concepts to avoid and solve various manage service desk issues, assist, and work with Co-Workers on knowledge gaps and handovers.
• Monitorin...