Provide first point of contact customer service and technical support to the PUMA Corporate environment.
Facilitate incoming requests, incidents, and problems leveraging IT Service Management (ITSM) best practices.
Coordinate urgent/complex support issues and assist technical support staff in managing ticket queue to meet SLA’s.
Uses broad technical experience to improve efficiencies in service desk processes in areas such as on-boarding, off-boarding, and self-service.
Mobile phone administration and inventory management.
Assist in creating/updating technical knowledge base documentation.
Assist in developing/updating an electronic library of user guides and training videos.
Troubleshoot and resolve a large variety of technical issues including MS Windows, Mac, iOS, Network, Office365, Adobe CC, Power BI, MS Defender as well as proprietary PUMA application systems