What are the responsibilities and job description for the Agent, CSC position at Syntax Systems Ltd.?
Core Activities
- Single point of contact to all Syntax Customers
- Accept. Process, solve and respond to customer requests and incidents (per email, phone, Self Service)
- Documentation of all incoming requests and incidents in a ticketing system (SNOW)
- Troubleshoot 1rst level Tasks:
- Microsoft Windows, Microsoft Office, Active Directory, User Administration, Remote Support, SAP Printers, General client/PC support, backlog tickets, Print support, Local Network Support, Microsoft Teams, Mobile Device Management, Intune, VPN, SharePoint, Exchange, Citrix, SAP Account Administration, ServiceNow, Azure Virtual Desktop, Office 365.
- Prioritize and escalate according to the global incident management process, EX: Critical and HIGH incidents.
- Development of new preventive concepts to avoid and solve various manage service desk issues, assist, and work with Co-Workers on knowledge gaps and handovers.
- Monitoring components and services with monitoring tools.
- Create, manage, update, and utilize Work Instructions (WI), knowledge base entries, How-To work instructions and other document knowledge to resolve customer issues.
- Ensures excellent customer satisfaction is delivered on all tasks, ex: Calls, Tickets, Emails.
- Follow the global standard scripts for every call, ticket and email.
- Maintain the acceptable level of score for the monthly CSC Score Card.
- Various duties are deemed by the Team Lead and Manager
- Resolve the incidents that can be resolved at the service Desk Level
Position reports to: Service Desk Team Leader
Cooperates with: Quality specialist, Service Desk Team Leader, Service Desk Manager, Customer Service Des Management, Service Desk Co-Workers, Delivery Units.