Agent, CSC

Job description

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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.