Agent, CSC

Core Activities

• Single point of contact to all Syntax Customers
• Accept. Process, solve and respond to customer requests and incidents (per email, phone, Self Service)
• Documentation of all incoming requests and incidents in a ticketing system (SNOW)
• Troubleshoot 1rst level Tasks:
  1. 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.
• Ensures excellent customer satisfaction is delivered on all tasks, ex: Calls, Tickets, Emails.
• Follow the global standard scripts for every call, ticket and email.
• 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.