Igor Appilat

1st Line IT Helpdesk Support Agent @Atos

Crewe, GB

Providing technical assistance to the Sheared Client Desk and acting as a Knowledge Account Expert on the Sheared Client Desk that is involved into more than 200 private and public accounts to the different Service Delivery Management teams and also providing account knowledge to the 1st IT Helpdesk Support Agents; Provided advice, guidance and resolution to customers on the effective use of the systems, applications, desktops, servers and their associated networks and peripherals; Ensure that all customer enquiries are effectively logged onto established recording systems and that these systems are effectively maintained; Ensure effective escalation and hand-over of customer enquiries/problems to the correct referral group and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner; Remote administration and managing customer’s premises equipment and operating with multiple systems to log, action and prioritise system and user support calls, requests and emails; Provide timely and accurate information to the scheduling teams including work progress and service levels; Ability to identify and distinguish between hardware, software, network and server problems and possesses knowledge of cabling and network architectures; Good knowledge of Active Directory Administration in various environments, for example Windows, Citrix etc and various multi-client help desk systems, for example different versions of Service Now incident and request management systems; Excellent communication skills, including written, verbal and telephone enquiry handling and monitoring and reporting on all IT incidents within defined customer service levels; Advanced Skills in the use of PCs and associated software and applications and experience of installing, setting up and maintaining hardware and software systems;