What are the responsibilities and job description for the Customer Support Specialist position at Hallmark Global Solutions Ltd?
Title: Customer Support Specialist
Location: Malvern, PA -5 days onsite
Requirements:
- Provide the Service Desk as a single point of contact （SPOC） for providing end-to-end ownership User Calls Incidents and management of all Service Requests, including logging, tracking, resolution, and reporting in the ITSM System （ServiceNow）.
- Support Windows 11 upgrade calls Provide request fulfillment for Service Requests as assigned.
- Provide communication with all relevant stakeholders during Incident response, informing of progress and advising on work arounds.
- Support Service Request fulfillment and Incident management for all client's end users' devices, including desktop, laptop, mobile devices and other form factors.
- Provide self-serve capabilities for common requests for Service Desk.
- Request fulfillment of work items that come through ServiceNow for Endpoint Services and Mobility Services (i.e. internet trusted sites requests, various VDI related tasks)
- Support Major Incident calls for Workplace Services