Job Description

Job Description

: 
  • Communicate updates/questions/resolutions to customer inEnglish
  • Translate customer issues/queries/requestsinto Englishwithin the Service Management tool so that 2nd & 3rd line teams can understand.
  • Using remote control tools solve 80% of issues on the first interaction with the customer.
  • Analyze problem management data to identify key trends and recommend remedial action (process improvement).
  • Be a mentor to junior staff. Assist with Local Office IT, Desktop Engineering, and project specific assignments as needed.
  • Act as a first line resource on all support issues and requests
  • Provide support to other teams as appropriate or directed.
  • Provide ‘How To’ guidance and training to users and junior co-workers on common application issues/requests.
  • Take ownership and responsibility of each incident and request to ensure the customer experiences a proactive and helpful suppo...

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