• Provides technical support to executives, end users and customers for internal IT infrastructure
• Interacts with all appropriate departments within IT in order to restore service and/or identify problems
• Documents and/or supervises the documentation of IT related processes and procedures.
• Provides training, mentoring, coaching, and leadership for end user support staff.
• Maintains appropriate service level agreement (SLA) within tickets in Remedy system and ensures that the engineers are complying with the OLA/SLA.
• Responsible for managing the helpdesk team that fields incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Build rapport and elicit problem details from end users / customers.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Maintains and sets direction on desktop computing environment, including hardware, operating systems, patching, imaging, and application delivery.
• Perform UAT to ensure problem has been adequately resolved.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Requirements gathering from business groups and technology teams
• Documenting Process workflows
