The role primarily involves providing software and application support, but it's not limited to this, as it will also require handling various troubleshooting requests. * Support for specific client software and applications (installation, error messages, tweaking); In this position, as a Service desk agent, your role will be to provide 1st line support for internal/external at client's systems operations within their Network Operations Division (where mission critical systems are supported). * Analyzing support requests sent by the customer by calls, mail, in person and web submit; * Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's; * Escalating problems according to procedures; to the client support groups or to the 2nd level; * Networking (basic user-level support, checking of settings, tweaking PC settings for the network, ...
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