• Response and resolve inbound technical calls at a large corporate Help Desk
• Providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels
• Security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support.
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed.
• Follow all escalation procedures according to service level agreement. Use remote control tool to assist end users when needed.
• Provide an accurate record of each call-in incident management tracking tool by the help of Service Now tool

• Deliver service and support to end-users using and operating automated call/chat distribution phone software, via remote connection or over the Internet.
• Replies, guiding client through corrective step.
• Improves client references by writing and maintaining

Documentation.

• Identify and escalate priority issues per Client specifications
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Diagnose and resolve technical hardware and software issues on Microsoft Products and services also involve internet connectivity, emails client and more.
• Accurately process and record call transactions using a computer and designated tracking software
• Follow up and make scheduled callbacks to customers where Necessary.
• Work actively with other teams in the development and testing of standards and solutions.