Desktop support

Job Overview

Job Type
Full Time
Date Posted
3 months ago

Job Description


Desktop support
Kemmerer, WY
Contract Long term

• Diagnoses and resolves issues/problems in a timely manner showing tenacity and awareness of the service impact to the customer being supported
• Act as the primary interface to customer, to lead and liaise with key contacts in other resolver groups to ensure appropriate action is taken to resolve the issues raised at ITSC
• Provide concierge services as required by local staffing, including:
• Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC
• Setting customer expectation ahead of possible allocation of case to ITSC agent if required
• support of all ITSC customer on Issues with EUC (GME Laptops), Peripherals, and BYOD devices
• Provide information on customer products and services
• Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)
• Software installation/troubleshooting
• Mobile device support (iOS/iPhone/iPads) excluding warranty hardware repair
• Mobile Device Management and Mobile Application Management
• support for Skype installation, Wireless connectivity, resolving performance issues, providing device connectivity; and facilitating smart card/password changes
• value added 1:1 consultation for short how to and how do questions
• Working with Productivity Enablement Specialist for potential solution consults that arise from IT support offerings
• Escalate unsatisfied customers to OS / Team Lead for resolution
• Escalate to SDO if required after L1 and L2 support options have been exhausted
• Manage stocks in the inventory and ensure they are readily available for deployment
• Manage the ticket queue and ensure they are resolved and closed within the defined service level maintenance.

Shweta Soni
IT Recruiter

Cerebral Technologies Inc. d/b/a CBL Solutions
400 E Royal Ln, Ste 235, Irving
Texas, 75039
t: 469-998-1384

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