Offer technical expertize over the telephone and providing impecable service for user tickets in the organization according to protocol and methodologies set within the organization, as part of a broader dedicated support team. Service to phone calls or frontal tickets received at the site. Solving service tickets, documentation thereof in the system and escalating to other colleagues as needed. Follow-up on tickets requiring further care. Maintaining contact with a variety of customers and reporting on their ticket status. Working in accordance with level of service required (SLA). Providing polite, service-oriented response to customers and colleagues. Team-work according to the call center protocols.
Comprehensive knowledge in operating systems, especially Windows. Experience with user management using AD. Experience working with Exchange e-mail server. Complete fluency in Office applications. Broad knowledge of current hardware. Familiarity with Microsoft Lync.