Agent, CSC

Core Activities Single point of contact to all Syntax Customers Accept. Process, solve and respond to customer requests and incidents (per email, phone, Self Service) Documentation of all incoming requests and incidents in a ticketing system (SNOW) Troubleshoot 1rst level Tasks: Microsoft Windows, Microsoft Office, Active Directory, User Administration, Remote Support, SAP Printers, General client/PC support, backlog tickets, Print support, Local Network Support, Microsoft Teams, Mobile Device Management, Intune, VPN, SharePoint, Exchange, Citrix, SAP Account Administration, ServiceNow, Azure Virtual Desktop, Office 365. Prioritize and escalate according to the global incident management process, EX: Critical and HIGH incidents. Development of new preventive concepts to avoid and solve various manage service desk issues, assist, and work with Co-Workers on knowledge gaps and handovers. Monitoring components and services with monitoring tools. Create, manage, update, and utilize Work Instructions (WI), knowledge base entries, How-To work instructions and other document knowledge to resolve customer issues. Ensures excellent customer satisfaction is delivered on all tasks, ex: Calls, Tickets, Emails. Follow the global standard scripts for every call, ticket and email. Maintain the acceptable level of score for the monthly CSC Score Card. Various duties are deemed by the Team Lead and Manager Resolve the incidents that can be resolved at the service Desk Level Position reports to: Service Desk Team Leader Cooperates with: Quality specialist, Service Desk Team Leader, Service Desk Manager, Customer Service Des Management, Service Desk Co-Workers, Delivery Units.