Operations I

Position Summary

JOB DESCRIPTION - OPERATION I – LEVEL 1

The candidate will be responsible for providing support to clients and logging cases via the ticketing system involving issues related to desktop, laptop, printers, or server services. The candidate will be responsible for providing updates to the client whenever required or escalating on behalf of the customer to the appropriate technical leads.

Required Skill Set

• Primary point of contact for cases reported from users/technicians in US and Canada.
• Provide support for PCs, laptops, printers, cell phones, and tablets etc.
• Diagnoses and troubleshoots end user hardware issues and suggest required parts to the technicians
• Provide support to the technician on site with Servers, Printers, Monitors and POS parts
• Should be able to analyze email requests and respond promptly.
• Should be able to classify and prioritize cases as per severity.
• Assist teammates with identifying the impact of cases
• Take ownership of incidents that need immediate actions as per the knowledge base.
• Monitoring the queues/mailboxes at regular intervals and ensure the completion of task.
• Keeping affected business partners informed about any changes or impact due to outage
• Escalating the process as necessary per established escalation policies.
• Basic knowledge of computers.
• Excellent written and verbal communication Skills
• Ready to work in a 24*7 Environment
• Represent CompuCom in a professional manner and communicate effectively to stakeholders.
• Maintain the highest level of customer satisfaction by resolving all technical and non-technical issues and concerns.
  
  

Qualifications: Graduate in any discipline

1-2 years of related work experience preferably in an IT Service Desk/Call Center environment.