OLIVARES

Customer Support

• Promptly respond to corporate technology support issues on-site and remotely
• Work closely with the escalated IT Support tiers within the organization to provide technical support for executive issues, ensuring assigned calls are responded to, diagnosed, and resolved swiftly and effectively in line with operational level agreements and service level objectives
• Ensure outstanding incidents and requests are regularly updated to reflect the current status
• Maintain confidentiality and privacy in all dealings with executives
• Ensure that Operational Level and Service Level Objectives are adhered to at all times
• Maintain an up-to-date level of knowledge with regards to technology, in particular security policies and company standards
• Document actions, alterations, and procedures to ensure an accurate and accessible record of the current state of the system in the Service Now ticketing system
• Assist other members of the Executive Support Specialist team or any other IT team when appropriate to complete tasks in the necessary timescale
• Keep abreast of trends in technology and its application to understand current best practices, possible alternative solutions and to support problem-solving
• Manage own time to fulfill tasks efficiently, in the correct priority, and to the required level of quality, within the context of the objectives supplied by the manager
• Communicate the progress of investigations and planned solutions to executive and corporate customers, managing their level of expectation and increasing their understanding of company desktop technology
• Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate support team member
• Continuously assess and communicate the possibility for improvement in support practices
• Network configuration and problem-solving in Windows, Apple, and Citrix environments (wired and wireless)

Customer Support Executive