Agent, Csc

hace 2 semanas

Tlahuac, México Syntax Systems Ltd. A tiempo completo

**Core Activities**
- Single point of contact to all Syntax Customers
- Documentation of all incoming requests and incidents in a ticketing system (SNOW)
- Troubleshoot 1rst level Tasks:

- Microsoft Windows, Microsoft Office, Active Directory, User Administration, Remote Support, SAP Printers, General client/PC support, backlog tickets, Print support, Local Network Support, Microsoft Teams, Mobile Device Management, Intune, VPN, SharePoint, Exchange, Citrix, SAP Account Administration, ServiceNow, Azure Virtual Desktop, Office 365.
- Prioritize and escalate according to the global incident management process, EX: Critical and HIGH incidents.
- Development of new preventive concepts to avoid and solve various manage service desk issues, assist, and work with Co-Workers on knowledge gaps and handovers.
- Monitoring components and services with monitoring tools.
- Create, manage, update, and utilize Work Instructions (WI), knowledge base entries, How-To work instructions and other document knowledge to resolve customer issues.
- Maintain the acceptable level of score for the monthly CSC Score Card.
- Various duties are deemed by the Team Lead and Manager
- Resolve the incidents that can be resolved at the service Desk Level

**Position reports to**: Service Desk Team Leader

**Cooperates with**: Quality specialist, Service Desk Team Leader, Service Desk Manager, Customer Service Des Management, Service Desk Co-Workers, Delivery Units.

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