S&You recruitment & selection

Provide 1st level End-user support for client users including:<ul><li>Microsoft Office issues (error messages, formatting, improving performance, various settings)</li><li>Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)</li><li>Specific corporate software (installation, error messages, tweaking)</li><li>Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)</li><li>Analyzing support requests sent by the customer by calls, mail, web submit</li><li>Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system</li><li>Examining all problems; evaluating complexity, impact and priority.</li><li>Giving required support, efficiently and effectively and in accordance with priority, impact and SLA’s.</li><li>Escalating problems according to procedures; to the client support groups or to the 2nd level</li><li>Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately</li><li>Assist with defining and documenting knowledge base articles</li></ul>

It service desk Engineer 

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