Job Description

Job Summary

• Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on listening and questioning skills. • Fluent English. • Support for computer hardware and any authorized desktop software • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network • When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician • Perform post-resolution follow ups to help requests

Key Responsibilities

• Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on listening and questioning skills. • Fluent English. • Support for computer hardware and any authorized desktop software • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network • When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician • Perform post-resolution follow ups to help requests

Skill Requirements

• Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on listening and questioning skills. • Fluent English. • Support for computer hardware and any authorized desktop software • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network • When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician • Perform post-resolution follow ups to help requests

Other Requirements

• Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on listening and questioning skills. • Fluent English. • Support for computer hardware and any authorized desktop software • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network • When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician • Perform post-resolution follow ups to help requests