Service Support Specialist
LeasePlan Information Services
مجموع سنوات الخبرة :11 years, 10 أشهر
Provide first and second level and incident resolution for global client base
* LANdesk ticket administration of Sev1, 2, 3 Incident, Problem, Change and Requests and
associated SLA's
* Active Directory Administration
* Lotus domino user creation, mail in database and e-mail group management-GSX
* Office 365 creation
* Remote access, SMS Passcode, Mobile Iron. Citrix Desktop access rights
* User workstation/workspace setup for new employee's
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for
customer’s end users
* Use the Incident Management System to document and manage problems and work requests
and their respective resolutions and circumvention's
* Respond to, and diagnose, problems through discussions with users, including problem
recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1 remote
desktop support and perform other activities based on SOPs
* Create all required documentation including standards, configurations and diagrams
* Creation and administration of Global groups
* Creation and modification of exchange resources like Distribution Lists, Shared E-mail account.
* Coordinate desktop changes to avoid deployment collisions
Providing Service Desk support to Eircom User’s.
* Employing Ticket Logging Software to resolve customer requests
* Installation of different software’s on user’s pc
* providing Windows XP and 7 and MS Office based support to all levels of stakeholders
* providing remote support through SCCM Remote View and Lync consoles
* Providing support for users working within different applications.
* Managing user accounts in Active Directory and Microsoft Exchange and other applications.
* Re-imaging of user’s PCs.
• Log/Validate all contacts Call Handling Database
• Resolve customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Invoke Escalation Procedures within defined time frames
• Work to achieve individual and team goals
• To comply/complete desk specific or ADHOC request/tasks
• Mentor new hires.
• Ensure Quality standards are adhered to in regards to both Cases & Calls.
• Live documentation validation
• Protect confidential and sensitive information and materials
• Observe strict compliance to licensing, copyright and trademark legislation
• Re-imaging of user’s PC’s
• Setting up new PC’s
• Data Migration from one PC’s to Another
Log/Validate all contacts Call Handling Database
* Resolve customer problems using the relevant tools and systems
* Manage end to end all calls logged, providing regular updates to customers on call status
* Invoke Escalation Procedures within defined time frames
* Work to achieve individual and team goals
* To comply/complete desk specific or ADHOC request/tasks
* Mentor new hires.
* Ensure Quality standards are adhered to in regards to both Cases & Calls.
* Live documentation validation
* Protect confidential and sensitive information and materials
* Observe strict compliance to licensing, copyright and trademark legislation
* Re-imaging of user’s PC’s
* Setting up new PC’s
* Data Migration from one PC’s to Another
courses: Analogue, Digital Electronics, Network systems, Control