Mark Louie M.

Responsibilities • Providing first level support via telephone and emails and handling the resulting incidents or Service Requests, using the incident management, ticket logging and request fulfillment processes, in line with Service Desk objectives • Identifies, investigates and researches problems to resolution or escalates to proper team to further isolate issue using appropriate escalation processes and procedures. • Install software and follow ETLA guidelines in place. • Knowledge of Mobile device management such as BES, BAS, Airwatch Security Console • Troubleshoot basic network issues LAC, WLAN. • Knowledge in Active Directory e.g., Password reset, unlocking account, checking users profile access • Knowledge in Computer management, adding pc to designated domain, changing pc owner, transferring access • Provide basic support in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner • To maintain a high degree of customer service for all support queries and adhere to all service management principles