⦁ Collaborating with other managers on ideas and processes to improve the overall customer experience⦁ Prioritize IT-related problems as they come in to Help Desk and escalate when necessary⦁ Assign problems/tasks to tech support executive⦁ Regularly analyze and review logs to determine if problems are imminent and develop solutions before they occur⦁ Analyze situations and determine resources needed to solve them⦁ Make decisions quickly, often with limited information⦁ Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions⦁ Serving as the primary point of contact for escalating advanced technical issues to parent companies ⦁ Development of staff to help deliver excellent customer service experience.⦁ Ensure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyze training records⦁ Ensure that regular operational reviews are held with the Service Desk team and customers; attend the reviews that are appropriate ⦁ Manage and establish priorities for maintenance, design, development and analysis of entire infrastructure systems inclusive of LANs, WANs, internet, security and wireless implementations.

⦁ Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;⦁ Interact with customers to provide and process information in response to inquiries, concerns, and requests about troobleshooting;⦁ Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;⦁ Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;⦁ Research required information using available resources;⦁ Follow standard processes and procedures;⦁ Identify and escalate priority issues per Client specifications;⦁ Redirect problems to appropriate resource;⦁ Accurately process and record call transactions using a computer and designated tracking software;⦁ Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;⦁ Organize ideas and communicate oral messages appropriate to listeners and situations;⦁ Follow up and make scheduled call backs to customers where necessary;⦁ Stay current with system information, changes and updates