Checking job availability...
Original
Simplified
- Assess VIP or general user requirement and escalate VIP issues for quick resolution
- Work with service delivery to remediate and escalate internally any VIP tickets/incidents
- Prioritize VIP tickets/incidents over general user incidents/tickets
- Address user concerns regarding hardware, software and networking basis the documentation and other material provided by Client for their existing systems and applications
- Guide users with simple, step-by-step instructions
- Perform handovers and collection of devices and perform onboarding and de boarding activities at the time of handover basis the checklist provided by Shiseido
- Conduct remote and VIP troubleshooting
- Diagnose technical issues and solutions in logs
- Follow up with clients to ensure their systems are functional
- Help create and update technical documentation and manuals
- provide Client with customer/ client experience in accordance with the service levels as agreed in this SOW
- Perform administrative support duties as required to meet specific operational objectives
- Provide assistance and support to colleagues in IT-related matters
- Set up and configure new laptops and desktops and ensure other account provisioning activities prior to end user device handover
- Coordinate with vendor and ensure repairs are processed
- Own incidents involving DaaS devices & maintain end to end tracking
- Create and maintain concise documentation to lower the possibility of a repeat problem and Educate user so they can troubleshoot issue by itself and maintain within time frame
- Call logging, allocation, status updating in the IT helpdesk software and follow existing customers ITSM
- Ensure customer satisfaction by responding to open tickets within the SLA
- Possess reasonable knowledge on troubleshooting of Windows related issues
- Attending the day-to-day calls and ensure closure in reasonable timeframes.
- Creation and Management of User profiles
- Possess at least Diploma in IT or equivalent
- Minimum 2 years of end user experience is required
- Good communications skills
- Assess VIP or general user requirement and escalate VIP issues for quick resolution
- Work with service delivery to remediate and escalate internally any VIP tickets/incidents
- Prioritize VIP tickets/incidents over general user incidents/tickets
- Address user concerns regarding hardware, software and networking basis the documentation and other material provided by Client for their existing systems and applications
- Guide users with simple, step-by-step instructions
- Perform handovers and collection of devices and perform onboarding and de boarding activities at the time of handover basis the checklist provided by Shiseido
- Conduct remote and VIP troubleshooting
- Diagnose technical issues and solutions in logs
- Follow up with clients to ensure their systems are functional
- Help create and update technical documentation and manuals
- provide Client with customer/ client experience in accordance with the service levels as agreed in this SOW
- Perform administrative support duties as required to meet specific operational objectives
- Provide assistance and support to colleagues in IT-related matters
- Set up and configure new laptops and desktops and ensure other account provisioning activities prior to end user device handover
- Coordinate with vendor and ensure repairs are processed
- Own incidents involving DaaS devices & maintain end to end tracking
- Create and maintain concise documentation to lower the possibility of a repeat problem and Educate user so they can troubleshoot issue by itself and maintain within time frame
- Call logging, allocation, status updating in the IT helpdesk software and follow existing customers ITSM
- Ensure customer satisfaction by responding to open tickets within the SLA
- Possess reasonable knowledge on troubleshooting of Windows related issues
- Attending the day-to-day calls and ensure closure in reasonable timeframes.
- Creation and Management of User profiles
- Possess at least Diploma in IT or equivalent
- Minimum 2 years of end user experience is required
- Good communications skills