Intermediate knowledge of windows front-end environment (windows 10). Intermediate knowledge of ticketing systems (e.g., remedy, hp service manager, servicenow). Basic itil knowledge (incident management and service request). Intermediate knowledge of office package (outlook, excel, word, etc.). Experience with active directory server. Strong customer management skills. Windows support and troubleshooting skills. Pos support experience. Attend customer phone calls and tickets promptly. Inform clients about services not provided by the help desk. Register all service requests and incidents within the project scope. Resolve service requests within the expected service level agreements. Document solutions in a comprehensible language for clients. Transfer tickets to the correct support group if misrouted. Ensure client satisfaction with the solutions offered. Provide daily follow-up on open service requests. Close tickets assigned to the work queue. Document new knowledge base articles (kba).