Receive daily calls referred by the Call Center team through the CRM and respond to users calls and requests based on terms of urgency based on OCI SLAs.
Install and configure new PC hardware and software directly for users received through the CRM on a daily basis.
Troubleshoot users computers hardware and software and ensure users issues are resolved while ensuring the elimination of future recurrences of technical problems in a timely manner based on the daily priority list.
Identify and escalate urgent technical issues to respective owners from other IT Functions if required and follow up to make sure users is case is closed.
Follow up the maintenance schedule and repair IT resources on an ongoing bases.
Orient and provide coaching to respective users on appropriate actions in using hardware and software on their computers.
Assist users to ensure the integrity and security for their business electronic data in alignment with IT Security regulations and policies.
Perform other assignments as necessary to support the function/department
Ensure working according to the company HSE policies and regulations, risk assessment and environmental aspects.
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