Xavier Bosch

-Users accounts Administration (Creation, Restoration, Deletion, Modification) in Active Directory, MS Exchange and Azure using as well the Powershell scripts.

-IT support end to end troubleshooting and involve the 2nd/ 3rd Level Team if required.

- Coordinate with Teams at multiple geographical locations and handle major incidents.

- Manage requests logged in ServiceNow by the client company accordingly to the agreed SLA.

- Log calls and chats as incidents and requests in ServiceNow.

- Provide support to the following applications: Microsoft Bitlocker, Talon, Office365, Zscaler, Citrix, Qualco, Respond, Aspect Via / Sip Phone, Dialer, Debt Manager, Tableau, Alteryx, Docuware, Jira, Sales Force, TowerWind, Hysen, AS400 and other banking/debt collection applications.

- Contribute to and moderate the sharing of issues/requests and resolutions in forums such as MS Teams, SharePoint.

• Resolved tickets logged by clients through the use Remedy Force.

• Provide hardware / software / network problem diagnosis / resolution via telephone/

email/chat for customer’s end users

• Account administration and password management of many IT systems

Responds to telephone calls, email, chat, and assigned tickets from users

Assign service requests/ incidents to appropriate support teams and follow up until closure

• Monitoring ticket queue and communication groups, manage problems and work requests and their respective resolutions and circumventions.

• Respond to, and diagnose, problems through communication with users, including

problem recognition, logs, research, isolation, resolution, and escalation to 2nd and 3rd level support teams in line with SLA targets

Provide level 1 remote sessions support

• Ensure high level of IT and customer support satisfaction

• Troubleshooting equipment, including printers, scanners, etc.

• Development and maintenance of support documentation (knowledge base)

• Ensuring the highest standards of service.

• Keeping control of food and labour costs.

• Ensuring Health & Safety and also hygiene procedures & standards are maintained.

• Responsible for recruiting, training & developing restaurant staff.

• Resolved tickets logged by clients through the use of Salesforce, quotes and leads.

• Use of SAP/CRM when processing and tracking orders, such as invoicing.

• Support the Team Leader as required to enable the expansion and growth of support

capabilities

• Mentor new recruits within the team and provide structured training sessions through

their induction

and extend further support, mentoring and training to all staff

• Provide support to dealers/dealer managers in Europe (B2B), also to financial and

logistic department.