Responsibilities:
Provide 1st Level End-user support for client users including:
Support for specific client software and applications (installation, error messages, tweaking);Analyzing support requests sent by the customer by calls, mail, in person and web submit; Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system;Examining all problems, evaluating complexity, impact and priority; 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;Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately;Assist with defining and documenting knowledge base articles;Assist with special project work as needed;Windows troubleshooting (error messages, improving perform...