Executive - IT Infrastructure

Provide expert remote desktop support, expert systems administration, and intermediate to advanced systems engineering support with a focus on : Client satisfactionTechnical excellenceDrive to meet and exceed organizational goals for : Cost Per ContactUtilizationCustomer SatisfactionFirst Contact Resolution RateAverage Speed to AnswerDemonstrate strong customer service skills to provide phone support including : Listening to the customer to gain an accurate understanding of the situation.Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue.Producing accurate, detailed documentation at the client, problem and incident level.Resolving conflict.Provide remote support for Level 2 issues (desktop, server and infrastructure support).Follow task creation, work, closure, and escalation procedures.Support team members with resolving client issues.