Responsibilities
Provide swift and professional telephone IT support
Perform analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
Utilize the ticket management system to record, update and resolve tickets from clients
Upholding procedures for logging, reporting, and statistically monitoring Service desk operations
Write technical support and client documentation in form of Knowledgebase articles
Meet or exceed expected customer service levels
Other duties as assigned by the Service Desk Support Manager
Windows / MAC Support
Resolve Hardware / Software issues
Experience with VPN, Soft Phones, Remote Desktop, VDI
Asset Tracking / Inventory Management
Key Competencies
Excellent proven track record supporting clients in a financial environment
Excellent proven customer service based approach
Good written and verbal communication skills
Good time management skills
Able to work in a high pressure environment
Strong organizational and analytical skills
Ability to work autonomously and within team
Flexible and proactive with a “will do’ attitude
Demonstrable desire to achieve
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