Responsibilities:

• Constantly monitor and maintain individual ticket queue resolve standard and non-standard desktop issues, incidents, and requests
• Achieve target ticket volumes and SLA’s
• Maintain the highest level of customer satisfaction
• Comply with and maintain knowledge of all Desktop group practices, internal and with corporate desktop policies
• Work with customer base to clearly identify technical difficulties recommend and implement improvements
• Update and assist in maintaining internal departmental documentation
• Qualifications 5 years industry experience
• Possess good written and oral communication skills as well as personal interaction skills
• Experienced in managing day-to-day, end-user support demands for break/fix, upgrades and enhancements to client devices
• Strong problem solving, troubleshooting, and analysis skills are required
• High personal standards for quality in both services and products are a necessity to ensure that expected service levels are met
• Ability to work in a team
• Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Qualifications:

• 5 years industry experience