• Troubleshoots via the phone/chat/email hardware, software, and network operating problems and involves technical resources to ensure resolution
• Admin support for Remote Desktop Agents in Xerox Webster, New York responsible for managing Inbox and calendar. Setting appointments for escalations and follow-up.
• Applies understanding and knowledge of information systems products and services to assist users
• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
• Coordinates referrals to appropriate technical, professional, or service personnel
• Receives and prioritizes issues and forwards using appropriate escalation procedures
• Responsible for the timely reporting, escalation and resolution of day-to-day operational problems.
• Coordinates Call Center Operations service delivery activities with assigned internal clients.
• Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity.
• Develops and recommends quantitative measures and performance metrics.
• Manages ad hoc technical projects requested by assigned internal client.
• All other duties as assigned
Verified
