• Greet customers in a professional, polite, and warm manner.• Commit to delivering outstanding customer service.• Display an enlightened 'can-do' attitude.• Express empathy and utilize negotiation skills to resolve customer inquiries.• Cooperatively problem decide clients' key technical issues.• Ability to multitask and efficiently utilize client resources and specific tools to focus on customers' needs• Demonstrate efficient attention to detail.• Display knowledgeable computer skills and the ability.• Adapt easily to change and comfortable working in a progressive learning environment.

• Guide company through new product updates and developments.• Act as go-between for users and qualified team to facilitate effective communication.• Properly maintain records, plans, status reports, and other related documentation.• Test products and use customer information and constructive feedback to implement improvements.• Interface with users to ensure satisfaction and mutual understanding of the product.

• Provide Service Desk technical support to users either via phone or email as required.• Build relationships with customers both in-person and over the phone.• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, networks, smartphones/tablets, AV systems, enterprise applications/practices.• Contribute to team innovation through ideas for process improvement and efficiency.• Develop, implement, and participate in the preparation of knowledge base articles and documentation for Service Desk use; make recommendations for improvements.• Document all problems and solutions in the Service Desk Tracking System.

• Answering Service Desk Calls/Emails and provide to follow-up to reported issues.• Daily usage of Service Desk Tool following best practices e.g., resolution steps, recommendations to users.• Providing technical support for our Microsoft Office, CRM, ERP and telephone systems.• Performing daily checklists to ensure that all systems are operational.• Set up and assistance of PDA devices.• Support the rollout of new and existing applications.• Running reports to analyze common end-user problems.• Involvement in various projects for the Infrastructure and End User Service Teams.• Provide educationally and support information for our systems through various mediums.

• Break/fix service of a wide variety of POS equipment, ATMs, as well as PCs, printers, routers as well as a variety of other electronic peripherals• New system refreshes.• Install, Moves, Adds, Changes (IMAC) procedure.• Manage work orders to meet customers service level agreements.