Provide timely, first call resolution to both hardware and software technical support issues . Monitor the IT Service Desk mailbox, chat, and call queue, responding to queries appropriately, and in a timely and efficient manner. Ensure that all customer requests are recorded accurately and with a high level of detail using the ServiceNow Desk call logging software. Record all actions undertaken to resolve or escalate these requests accordingly. Create and update knowledge base solutions for specific troubleshooting, operating procedures, policies, etc. Assist with software installations. Perform password administration and access support for Active Directory, and a number of external and internal/proprietary systems and applications.

Ensure positive customer experience. Instill confidence in the customers that their concern will be addressed properly and with urgency. Documenting and resolving software, hardware, and network issues. Act as customer advocate in addressing concerns and resolving issues. De-escalated customer issues and concerns. Instruct customers on proper usage of the software and hardware. Ensure prompt and accurate resolution of customer issues.

Customer relations, store appearance, ordering and receiving of inventory. Management, growth, and training of store employees. Handling of office paperwork, reports, and loss prevention. Profit and loss reporting, Scheduling of store personnel.

Customer relations, store appearance, management and training of store employees, scheduling of employees, ordering and receiving of inventory. All office paperwork including – week end reports, overstock, profit and loss reports, and commercial accounts.