Desktop Euc L1

Job Responsibilities Provide IT support to all customers through video call.
Receive customer IT queries by multiple methods, but primary is video call (phone, self-service, etc.).
Provide the necessary information in the ticket in the event the ticket is passed to another solver group.
Triage and troubleshoot tickets submitted.
Provide desktop software application assistance and installation.
Resolve trouble tickets while interacting with the user, First Call Resolution (FCR) or escalate to other support entities.
Remotely access the end-user's desktop to provide support.
Provide customers with status of the ticket and serve as primary support admin through ticket resolution.
Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible.
Provide expert technical support to customers having varying levels of computing skills.
Provide detailed diagnostic summary for the next tier level support.
Write comprehensive diagnostic details in tickets after troubleshooting and triage activities.
Interact with management to facilitate timely problem resolution.
Knowledge in the use of and application of metrics to increase efficiency and solve issues.
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