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Desktop Support Lead / EUC Manager
Ref No.: 18-70797
Location: Dallas, Texas
Position Type:Contract
Experience Level: 6 Years
Start Date: 09/25/2018
 
  • Preferred relevant work experience 8+ years
  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that
  • are beyond the scope of their ability or responsibility.
  • Uses the appropriate categories for logging incidents and requests.
  • Creates a positive customer support experience and builds strong relationships through issue understanding, ensuring timely resolution or escalation, communicating promptly on
  • progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Analyses and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
  • Follows up with other support staff involved in resolution when requested by customers. Document resolutions and update knowledge bases."
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Provides 24x7 support.
  • Adheres to and supports PFG standards, policies, and procedures.
  • Must have very good communication and interpersonal skills to work with US clients.