Onsite Support Resume Samples

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GK
G Kuhn
Gerardo
Kuhn
463 Erwin Forges
Houston
TX
+1 (555) 830 3780
463 Erwin Forges
Houston
TX
Phone
p +1 (555) 830 3780
Experience Experience
Philadelphia, PA
Onsite Support
Philadelphia, PA
Green, Borer and Goodwin
Philadelphia, PA
Onsite Support
  • First Call resolution. Calls resolved at the Service Desk within the first call, without requiring a callback to the End-User
  • On-call duties
  • Assists with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
  • Resolves incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies Identify sources and trends of technical problems to prevent future occurrences
  • Under minimal supervision, provides after-hours service for escalated issues from the Service Desk or supervisor
  • Performs asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Service process
  • Assists with off-site support for firm sponsored functions/meetings
Phoenix, AZ
Onsite Support Engineer
Phoenix, AZ
Breitenberg, Dietrich and Grimes
Phoenix, AZ
Onsite Support Engineer
  • Effectively manage time and maintain regular communication and updates to both customer and management
  • Work with Global IT teams on voice and networks issue resolution. Interact between Global IT teams and local carriers/vendors
  • Provide general trainings to users about Microsoft collaboration tools Outlook, Cowork and Lync
  • Assist with NICE projects, installations, and change management as a Subject Matter Expert to the client's environment and infrastructure
  • Provide guidance, assistance and follow-up on client questions, problems or troubleshooting (hardware and software)
  • Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system
  • Learn the In-Touch system to understand its complex functionality in detail, by working with documentation, system and development team
present
Phoenix, AZ
Onsite Support Technician
Phoenix, AZ
Hermiston-Larkin
present
Phoenix, AZ
Onsite Support Technician
present
  • Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service
  • Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals in accordance with IT operations policy and procedures
  • Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements
  • Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes
  • Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures
  • Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures
  • Onsite point of contact for the Service desk for Lenovo In Warranty
Education Education
Bachelor’s Degree
Bachelor’s Degree
Hofstra University
Bachelor’s Degree
Skills Skills
  • Good knowledge of ITIL; V3 foundation certification desirable
  • Strong customer and service orientation combined with good manners and good communication and teamwork skills
  • Profound knowledge in Incident -Management and -Resolution
  • Profound knowledge in troubleshooting and root cause analysis
  • Demonstrate excellent attention to detail
  • Ability to communicate well to stakeholders
  • Knowledge of antivirus technologies
  • Knowledge of Web Application Firewall (incl . Load balancing)
  • Fluent English skills (in speaking and writing), German language skills desirable
  • Expert level of the following Web security technologies : TAM Policy (server) host, TDS Intranet and Internet host , TAM ProxyHost , WebSEAL Intranet and Internet Host
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15 Onsite Support resume templates

1

Onsite Support Resume Examples & Samples

  • Assists with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
  • Assists with provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
  • Assists with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
  • Resolves incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies Identify sources and trends of technical problems to prevent future occurrences
  • Under minimal supervision, provides after-hours service for escalated issues from the Service Desk or supervisor
  • Performs asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Service process
  • Assists with off-site support for firm sponsored functions/meetings
  • Performs asset management responsibilities as assigned by supervisor
  • Assists with IT tasks related to office moves, buildouts and relocations
  • Operates as "remote hands" for other IT functions, such as Telecommunications and Hosting
  • Maintains a thorough understanding of IT Services' organization and service offerings in order to identify how best to address end user technology needs and incidents
  • Understands the Firm's business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel
2

IT Onsite Support Specialist Resume Examples & Samples

  • Provide 2nd line support
  • Perform asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Services process
  • Resolve incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies
  • Keep the user informed on the progress of the call until they have agreed the resolution and the call is closed. Regularly update the call in Service Now and provide details of the fix
  • Where necessary escalate calls to other local or national support groups or to external service organisations, maintain responsibility for the call, and act as liaison between these and the user
  • Responsible for arranging the repair of end user hardware
  • Responsible for the refreshing of out of warranty equipment
  • Responsible for preparing machines for new hires including bulk intake programs
  • Assist with off-site support for firm sponsored functions/meetings
  • Provide ad hoc services such as networking of meeting rooms, configuring PCs and setting up rooms for projects and other special business needs
  • Maintain a thorough understanding of IT Services' organisation and service offerings in order to identify how best to address end user technology needs and incidents
  • Flexibility to travel when needed between locations
  • Remote support of other offices
  • Ensure that EY Security Compliance processes are adhered to
  • Working in a consultative manner to promote technology within the EY firm
  • Involvement with IT tasks related to office moves, build outs and relocations
  • Minimum 3 years of experience in end-user technology support
  • Experience with supporting mobile applications, Windows 7 and Outlook preferred
  • Excellent written and verbal communication skills. Feel comfortable with presenting between a small to large audience
  • Experience with supporting desktop technologies and applications (eg, SCCM, Outlook, MS Office, Good for enterprise)
  • Flexible proactive approach with a ‘can do’ attitude
3

Lead Helpdsk / Onsite Support Analyst Resume Examples & Samples

  • Responsible for the US region of the Global Customer Service Desk
  • To ensure all processes and procedures followed are those mirrored across the other regional locations
  • Lead the overall desk activities, including overseeing the day to day operation
  • Act as a further escalation point for the supervisor(s)
  • Take on a wider customer service role including business engagement and Service Reviews
  • Report to senior managers on any identified issue/s that could significantly impact the business
  • Take overall responsibility for incident management and request fulfillment retained within the Service Desk
  • Drive effectiveness, adherence and efficiency of process
  • Ensure SLA targets for Incident resolution within the Service Desk are met
  • Identify and implement improvements to services and processes
  • Analyze and report on Agent performance
  • Be responsible for the overall management of the people within the team including performance, attendance and general well being
  • Acceptance of New Business on boarding and the integration on new acquisitions
  • Flexibility in working hours to accommodate the global organization
  • Knowledge and experience of customer service practices and soft skills
  • Strong Service Leadership skills
  • Minimum 4 - 6 years’ experience in a similar role in a fast paced call center type environment
  • Service Desk technical abilities an advantage including Microsoft products, Citrix, remote access etc… an advantage
  • Knowledge of Service Desk tools, Incident Management, Call routing etc
  • Some basic knowledge of ITIL principles an advantage
4

IT Onsite Support Specialist, Associate Resume Examples & Samples

  • Provide 2nd line support
  • Perform asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Services process
  • Resolve incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies
  • Keep the user informed on the progress of the call until they have agreed the resolution and the call is closed. Regularly update the call in Service Now and provide details of the fix
  • Where necessary escalate calls to other local or national support groups or to external service organisations, maintain responsibility for the call, and act as liaison between these and the user
  • Responsible for arranging the repair of end user hardware
  • Responsible for the refreshing of out of warranty equipment
  • Responsible for preparing machines for new hires including bulk intake programs
  • Assist with off-site support for firm sponsored functions/meetings
  • Provide ad hoc services such as networking of meeting rooms, configuring PCs and setting up rooms for projects and other special business needs
  • Maintain a thorough understanding of IT Services' organisation and service offerings in order to identify how best to address end user technology needs and incidents
  • Flexibility to travel when needed between locations
  • Remote support of other offices
  • Ensure that EY Security Compliance processes are adhered to
  • Working in a consultative manner to promote technology within the EY firm
  • Involvement with IT tasks related to office moves, build outs and relocations
  • Minimum 3 years of experience in end-user technology support
  • Experience with supporting mobile applications, Windows 7 and Outlook preferred
  • Excellent written and verbal communication skills. Feel comfortable with presenting between a small to large audience
  • Experience with supporting desktop technologies and applications (eg, SCCM, Outlook, MS Office, Good for enterprise)
  • Flexible proactive approach with a ‘can do’ attitude
5

Lead Helpdesk / Onsite Support Analyst Resume Examples & Samples

  • Ability to lead a small to mid-size team
  • Work with management to ensure accurate and timely completion of all projects and break/fix items
  • Strong people skills and a knack for problem solving. Ability to use these skills to assure our user community is provided with swift resolutions to their technical needs
  • Ability to maintain composure and customer focus while troubleshooting and solving technical issues
  • Must be able to travel. Flexible with your schedule
  • Experience with Windows 7, Windows 8, Windows 10 and exposure to the various Macintosh Operating Systems
6

Onsite Support Technician Resume Examples & Samples

  • A+ Certification or equivalent
  • 2 years in a technology support role (3-years is desirable)
  • Excellent English (written and oral) with experience interacting with all levels of management and staff
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Office 2010, Outlook 2010, and Internet Browsers
  • Excellent interpersonal skills especially communication and presentation skills
  • Proven track record of collaborative working across business units
  • Successful delivery against commitments and deadlines
  • Promotes and supports standardization and continuous improvement
  • Ability to work independently and make decisions where necessary
  • Familiarity with ITIL and HDI Incident Management Best Practices
  • Familiarity with Wintel (Windows server technology), networks (Cisco preferred), anti-virus, general security
  • Familiarity with Network Standards, Protocols, and Security Policies,
  • Familiarity with FootPrints
  • Familiarity with Connected Backup
  • Familiarity with Wave Encryption
  • 2 years in a customer facing role
7

Onsite Support Services Resume Examples & Samples

  • Act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to complex technology needs and issues; develop complex action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized; analyze the impact of decisions; and mentor others through the solution process in order to satisfy end user needs
  • Leverage multiple resources, coordinating team initiatives in order to meet customer needs. Facilitate the implementation and support of defined solutions
  • Provide feedback on team members, whether part of the geographic team or a project team, to counselors
  • Build and maintain productive relationships with a wide range of end users within the geography supported by the local OSS team
  • Act as a liaison between OSS and end users supported by the local OSS team to ensure effective communications flow on matters related to end user support
  • Anticipate technology support issues, and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the development and implementation of technical and business solutions to complex end user technology needs and issues
  • Work independently on small projects and lead projects as assigned. Assess the special needs of local area offices and engagements, and respond appropriately
  • Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure end user satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved
  • Maintain a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents
  • Maintain a thorough understanding of the business drivers and technology needs of key engagements and accounts located within the supported geography. Communicate unique needs and customer feedback to appropriate IT Services personnel to ensure business imperatives are anticipated and addressed as possible/necessary
  • Strong analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues
  • Decision making responsibilities include the prioritization of work for an OSS team, and determining approaches to addressing end-user support issues
  • This role receives limited oversight from a supervisor and is expected to be able to work independently
  • Ability to coordinate the daily responsibilities of a small team
  • Extensive technical expertise in end-user software and hardware
  • The ability to work on multiple projects simultaneously in a fast-paced, high-energy environment
  • Exceptional interpersonal, communication, organizational, and project management skills
  • Excellent customer service attitude
  • Ability to work effectively with all levels of end users and IT personnel
  • Ability to communicate in English language
  • This role will oversee the operational responsibilities of a small team, which may include counseling responsibilities depending on the size or geographic span of the organization
  • Approximately 6 -10 years of project management experience in support of IT products
  • Broad knowledge of/experience in end user computing and PC Workstation-based applications and hardware
  • Demonstrated ability to coordinate efforts of a small team
  • At least 4 years in leading teams and staff, or equivalent team lead experience
8

Level Onsite Support Engineer Resume Examples & Samples

  • Rectification of Level 1 faults across site
  • Installation of new and replacement network equipment
  • Facilitate new installations and network requests
  • Configuration, troubleshooting and installation of Cisco routers and switches
  • Provision of adequate spare equipment stock and port capacity. Maintenance of on-site technical documentation and spare stock database
  • Occasional requirement to provide onsite support at the Airbus site at Filton
  • Perform all duties in a positive and professional manner and assist in the promotion of a productive team environment
  • Respond immediately to fault calls
  • Backup to the Level 1 UC engineer which includes being directed by the OC3 desk for IPT & video conferencing issues as well as assisting with incidents for the jabber & webex clients
  • To have the Cisco Certified Network Associate (CCNA)
  • A minimum of one year’s field engineering experience in a network support environment with a proven ability in configuring & troubleshooting Cisco routers and switches
  • Knowledge of the following: Routing and switching within a Cisco infrastructure, Ethernet, VLAN’s, SNMP, TCP/IP and ISDN with any experience of OSPF considered an advantage
  • Good understanding of cabling (CAT5, UTP, Fibre, etc)
  • Ability to prioritise and have good time management skills
  • Excellent customer facing skills
  • Be able to use all Microsoft applications Including Visio
  • CCNA Video or CCNA voice would be an advantage
  • Experience with the Jabber client Would be an advantage
9

Onsite Support Resume Examples & Samples

  • A successfully completed technical studies (for example, computer science, engineering, electrical engineering) or equivalent technical training
  • Relevant work experience
  • Expert level of the following Web security technologies : TAM Policy (server) host, TDS Intranet and Internet host , TAM ProxyHost , WebSEAL Intranet and Internet Host
  • Knowledge of Web Application Firewall (incl . Load balancing)
  • Knowledge of antivirus technologies
  • People management skills
  • A structured approach combined with a very careful, accurate and results-oriented approach, particularly in problem analysis
  • Strong customer and service orientation combined with good manners and good communication and teamwork skills
  • Fluent English skills (in speaking and writing), German language skills desirable
10

Onsite Support Technician Resume Examples & Samples

  • Onsite point of contact for the Service desk for Lenovo In Warranty
  • Provide onsite Mobiles support to Central Mobiles team (Vendor Management, Reporting, Invoice tracking)
  • Escalated L2 Support Management: will provide remote support to end users within the scope of ap-proved support
  • Handling ITSM tickets – incidents and requests – by properly analyzing the details and taking appropriate ac-tion
  • Ensuring that incidents and requests are resolved within the SLA
  • Pulling data ITSM tool and preparing timely & accurate reports
  • Preparing and maintaining detailed process documentations as and when required and updating the same on a regular basis
  • Attend weekly conference calls / meetings with various teams to provide provisioning & reclaim status
  • 4+ years of hands on experience in the role and in a professional environment
  • Technical Associate Degree Preferred or Microsoft Certifications, PC technical Certification. MAC support a Plus
  • Must be able to do intermediate level of PC HW physical parts replacement (laptops and desktops)
  • Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as BMC Remedy / HP IT Ser-vice Manager / Service Now
  • Excellent spoken and written communication skills - as the job role involves closely coordinating with the onshore teams, clients and users on a daily basis
  • Willingness to travel within the US and CA
  • 2-3 years experience in a related role
  • Experience constructing deliverables suitable for distribution or deployment
11

Onsite Support Technician Resume Examples & Samples

  • Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service
  • Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals in accordance with IT operations policy and procedures
  • Escalates incidents to the appropriate IT operations resources in accordance with established procedure
  • Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements
  • Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes
  • Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures
  • Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures
12

Onsite Support Technician Resume Examples & Samples

  • Assist users with computer/telephone problems in areas such as word processing, spreadsheets, e-mail, shared files, printing, searching for information on the Internet, etc
  • Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution
  • Resolve problems for individuals and groups in an efficient manner, recognizing the proper course of action to take
13

Onsite Support Engineer Resume Examples & Samples

  • Site Coordination Tasks in Infrastructure support. Provide support coordination in Global/Regional Projects
  • Work with Global IT teams on voice and networks issue resolution. Interact between Global IT teams and local carriers/vendors
  • Improve Customer Satisfaction working with business units on identifying business critical process and business painpoints about IT Operational issues and g business requirement gathering and work with IT central teams to address business user
  • Test new application releases coordinating with other IT staff in Americas region and report issues
  • Understand business processes and develop new skills for Application support
  • Provide general trainings to users about Microsoft collaboration tools Outlook, Cowork and Lync
14

Onsite Support Senior Technician Resume Examples & Samples

  • Onsite VIP support
  • Responsible for onsite Asset Management, Inventory, Audits
  • Onsite support for Global or Regional Group Infra or AM IT IM/AM hand/eyes need for ticket driven requests (Telephony, VTC, Network)
  • Assisting with Provisioning and Depot and Asset management Activities
  • Hand on experience with new technologies like MacBook, Video Conferencing equipment, tablets
  • Handling ITSM tickets – incidents and requests – by properly analyzing the details and taking appropriate action
  • Recognize and Highlighting incident and trends which hampers team’s productivity
  • Reaching out and setting up calls by involving different onshore and offshore teams whenever required for resolving any issues/confusions hampering smooth operations
  • Technical Associate Degree Preferred or Microsoft Certifications, PC technical Certification
  • MAC, Tablet, and Video Conferencing experience Required
  • Network troubleshooting
  • Take complete ownership of the tasks at hand and adhere to agreed timelines
  • Installation Services and Management
  • OS administration; User Administration
  • Application Software support
  • Security Services; Back-up Services
  • Hardware services/management
  • Documentation/Regulatory requirements
15

Onsite Support Engineer Resume Examples & Samples

  • Learn the In-Touch system to understand its complex functionality in detail, by working with documentation, system and development team
  • Develop training material
  • Deliver training (in Spanish) to customer on-site in Mexico City in classroom environment as well as one-on-one
  • Work with customer on-site in Mexico City to understand issues, identify problems due to user error or misunderstanding, or identify product defects
  • Conduct clear and precise oral and written communications with the customer
  • Document issues on bug tracking system (e.g. Jira, Rally)
  • Debug issues, with customer or internal system, so that the development team has sufficient information to reproduce and address defects
  • Test internal system to verify customer fixes
16

Onsite Support Engineer Resume Examples & Samples

  • Position reports on a day-to-day basis to DSE Manager
  • Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system
  • Provide basic application training and support to client's Engineers on the NICE applications as required
  • Document and maintain NICE system specifications (Site Documentation) across all sites
  • Assist with NICE projects, installations, and change management as a Subject Matter Expert to the client's environment and infrastructure
  • The DSE is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues
  • Effectively manage time and maintain regular communication and updates to both customer and management
  • Participate in training classes, or special projects as needed
  • Trading floor experience – advantage
17

Onsite Support Resume Examples & Samples

  • Minimum 5 years of hands on work experience as Senior Support Engineer within the IT industry with Cisco IP-Telephony, Unified Communication and Video-Conferencing systems
  • Profound knowledge in Incident -Management and -Resolution
  • Demonstrated experience in UCC project planning and management
  • Cisco CCNP (voice or collaboration) or similar certification desirable
  • Good knowledge of ITIL; V3 foundation certification desirable
  • Well-structured individual with an accurate, self-dependent and solution oriented way of working, especially regarding problem resolution
  • Strong client service orientation
  • Ability to communicate well to stakeholders
  • Demonstrate excellent attention to detail
  • Fluent in English; German language skills welcome
18

Onsite Support Resume Examples & Samples

  • Minimum 5 years of hands on work experience as Support Engineer within the IT industry with Cisco IP-Telephony, Unified Communication and Video-Conferencing systems
  • Relevant certificate in IT engineering, Cisco CCNP (voice or collaboration) or similar
  • Profound knowledge in troubleshooting and root cause analysis
  • Well-structured individual with an accurate, self-dependent and solution-oriented way of working, especially regarding problem resolution
  • Good German and English language skills
19

Onsite Support Resume Examples & Samples

  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
  • Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
  • Investigate second line support calls assigned and identify the root cause of incidents and problems
  • Report and escalate issues to 3rd party vendors if necessary
  • Provide telephonic support to clients when required
20

Onsite Support Technician Resume Examples & Samples

  • System Monitoring
  • Facilities Management
  • Remotely managed servers overseas, including
21

Onsite Support Technician Resume Examples & Samples

  • The controlled management of IT incidents and problems in the UK branch estate, including: classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies
  • The implementation of fixes deemed necessary for the resolution of a disruption to the expected component or system behaviour
  • The drawing in of specialised expertise wherever appropriate, and the provision of advice and information aimed at minimising the occurrence and impact of service incidents through process improvement
  • Identifying trends in outages and interruptions to service in order to drive demand reduction
  • Close engagement with the branch employee population in provision of branch IT services
  • Technical desktop and peripheral support for over 1,300 Barclays branches across the UK
  • Controlled resolution of incidents and problems including: classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies
  • Close liaison with Change/Configuration Release Management and projects to promote stability for the Branch environment
  • Working with the IT Service Desk to encourage knowledge sharing and increase “First point of contact” resolutions
  • Liaising closely with application support teams and third party vendors
  • Problem and Knowledge management
  • Incident/Problem/Knowledge Management
  • High quality proven track record demonstrated
  • Demonstrate ability to independently resolve Incidents and Problems with a sense of ownership, enthusiasm and innovation
  • Ability to build networks across teams, departments, stakeholders and vendors
  • Experience of working within an ITIL Environment
  • Experience of working within the Financial services industry
  • Knowledge of SCCM Configuration Manager and Client Centre
  • Creates and pursues individual development plans and the expansion of knowledge and skills
  • Service Now experience would be an advantage
  • Experience working with remote access / assistance software would be an advantage
22

IT Onsite Support Tech Resume Examples & Samples

  • 2+ years of IT Help Desk experience
  • 18+ months of experience in repair and operation of the computer systems in use by the company
  • An Associate degree or higher in a computer related field is preferred but is not required
  • All employees must have a High School Diploma or General Equivalency Diploma
23

Onsite Support Resume Examples & Samples

  • End-to-end tracking of tickets and escalating tickets to the appropriate resolver groups to restore normal service operations as quickly as possible
  • Setup, management and termination of the majority of account services
  • Assist with new user set up and permissions on the major platforms
  • Act as Single Point of Contact (SPOC) for all IT related support (Infrastructure, Applications, Business applications, Telephony, PDA, status updates and “How to” queries)
  • Acceptance, entitlement validation and registration of customer contacts via phone, web, e-mail, Lync Chat or FAX with online reporting of the case status
  • First Call resolution. Calls resolved at the Service Desk within the first call, without requiring a callback to the End-User