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Job Opportunity: Executive Desktop Support - L2

 
Date   Aug 14
 
Listing No.   IE251510
 
Sector   Hi-Tech, Technology & IT
 
Job Code   IELI2507
 
Region   Center
 
City/Yishuv   Center
 
 
Executive Desktop Support - L2
 
• Supervise desktop support resources maintaining all SLA
• Provide telephone, desktop, laptops and remote support, including deployment and replacement of equipment for all Executive group members. Act as a technical resource to others to resolve problems, issues and errors.
• Prioritize support calls using enterprise ticketing system (Service Now) and manage/resolve tickets with frequent updates, as well as escalating aging tickets, and trends as required.
• Running Reports in SNOW
• Anticipate customer needs and proactively identifies solutions.
• Develop, design, implement and enforce desktop standards and procedures for service desk and remote site technical support.
• Coach and develop team members by communicating performance expectations, provide on-going feedback, and ensure training resources and plans are in place to address individual and department needs.
• Should have support handling experience in VIP users / executives.
• Maintain high customer/end user satisfaction

Requirements

• 5+ years of Service desk/desk side, customer service, and support experience with problem solving involving hardware
• Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals
• Provide technical product training and basic user functionality training when required
• Confer and work with other team members and groups in supporting customers. You are the main point of contact for the Executive group for all IT related queries and issues.
• Troubleshoot client issues on PC, MAC, and Mobile Devices as required
• Advanced technical skills in supporting MAC, Linux & Windows Operating system
• Provide level I and level II technical support to clients
• Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods of time and that all issues have a clear path to resolution
• Responsible for maintaining a professional and cordial relationship with clients

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