End User Support

Company: CYNET SYSTEMS
Location: Carlsbad
Posted on: March 19, 2023

Job Description:

Job Description:


Responsibilities:

• 
  
• Having experience of managing a team of 10+ members covering deskside support locally and globally across other sites.
  
• Act as single point of contact for customer to deliver the service and set the right expectation.
  
• Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate.
  
• Serve as an escalation point of contact with the primary focus on restoring the services.
  
• Experience on ticketing tools in managing incidents and services.
  
• Ensure VIP support for users on high standard and customer service.
  
• Keep the knowledge base and runbook for the team updated with new resolution and process appropriately.
  
• Manage and ensure the adherence of SLAs across the towers.
  
• Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
  
• Appropriately manage operations and conduct operational review meeting with customer stakeholders.
  
• Demonstrate good interpersonal skills with team and customer.
  
• Ensuring that effective communication is maintained with the executives, business leadership during a major incident
  
• Good in communication with end users, able to articulate issue and help team to resolve it.
  
• Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact.
  
• ITIL certification added advantage.
  
  

Keywords: CYNET SYSTEMS, Midland , End User Support, Other , Carlsbad, Texas