Provide customer facing end-user support that includes
Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
IMAC support including large scale/bulk office moves/re-stack activities (all moves)
Support for Operating System, base load software, MS Office suite and other business application
Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
Respond to end-user requests for updates on ticket status and promptly follow up as needed
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform managed print service invoicing/meter read/polling report verification
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide On-call support if required outside business hours on a rotational basis
requirements-expected :
Excellent communication skills - Polish and English is a must
Strong ticketing system experience
Proficient understanding of level 1 Helpdesk services
Strong understanding of end user hardware
Strong knowledge of client based applications
Proficient with common network protocols (TCP/IP) for device connectivity issues
