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 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,

respond 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 and diagnose, problems through communication with users, escalation to 2nd and 3rd level support teams in line with SLA targets if needed.

• 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 and extend further support.

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

logistic department.

• Managed daily caseloads efficiently to ensure issues were dealt with a resolved in a

timely fashion in accordance with customer SLAs and individual KPIs, prioritizing appropriately

• Managed general customer queries including complaints and requested further information where required.

• Collaborated with internal departments for resolve complaints and communicated any issues in a timely manner

• Handled confidential information in line with company data security and protection

protocols

• Supported all departments administratively with other business specific tasks