Maurice Aymard Bafandza

-Providing technical support for English and English speaking customers -Providing a professional and customer oriented service ensuring timely resolution of technical issues -Working with a proprietary ticketing system, documenting incidents and solutions -Troubleshooting hardware issues facilitating RMAs -Supporting local or international events as Technical Expert

-Troubleshoot, fix and resolve problems with end user equipment -Installs, Moves,Additions and Changes (IMAC) -Overflow Queue management -Owner for all tickets related to Remote Users, Scheduled and Dispatch sites -Asset Management system. Performing asset inventory activities as needed -Adhere to an exceed agreed Service Level Agreements -Co-ordinate & Co-operate with all resolver groups and 3rd party vendors -Keep up to date with technological advances and changes in processes within the business

-Supporting IT desktop services -Investigate, document and resolve the application problems -Provisioning support for ISDN / IP video-conferencing facilities as well as audio-visual systems -Deliver application support and services to our customer base remotely -Identify opportunities for service improvement or chargeable activities -Updating users on the progress of incidents or requests assigned to Desktop support -Providing support to the remote infrastructure support team in France

- Be available to receive any new calls at start of shift - Meet SLAs and individual KPIs, maintain customer satisfaction - Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call - Handle and assist second level teams with problem determination - Escalate queries when required to appropriate personnel - Escalate any issues as soon as they arise to the appropriate contact - Identify knowledge management gaps and drive closure

Telecommunications

Telecommunications