Responsible for the 1st line support for IT and business applications related questions for end-users in various countries (BE, NL, DE, PT, ES, IT, EN, IE).
- Handle support requests from end users via ServiceNow, email/chat, and phone, ensuring timely and effective resolution.
- Perform daily checks on critical SAP processes, taking appropriate action to maintain system integrity.
- Diagnose and resolve issues by accurately identifying root causes and implementing suitable solutions.
- Manage user accounts and permissions in SAP IDM and company's proprietary web applications, ensuring secure and efficient access.
- Escalate complex problems to 2nd line support, ensuring accurate and timely handover.
- Follow up with customers and 2nd line support to confirm issue resolution and maintain high customer satisfaction.
- Participate in testing new developments and improvements to existing workflows, contributing to continuous improvement.
- Creating knowledge base articles about issues and their resolutions, enhancing the library for future reference.
Providing IT Support for Coca-Cola HBC employees in North Macedonia, Serbia, Montenegro, Kosovo, Croatia, and Bosnia and Herzegovina
- Respond to end-user inquiries via phone, email, and Teams messages, ensuring prompt and effective support.
- Diagnose and resolve IT issues with equipment and applications, providing efficient solutions for end-users.
- Address end-user needs strategically, considering business requirements and organizational hierarchy.
- Participate in ICT projects, delivering new functionalities and improvements to end-users.
- Resolve minor issues quickly and establish timelines and protocols for more complex problems.
- Communicate effectively with Level 2 support to enhance problem-solving efficiency.
- Collaborate with Service Desk Analysts to balance creative and technical solutions.
- Monitor and analyze users and devices using Intune for optimal performance.
- Maintain and update KB documentation, ensuring accurate and current information.
Contract based with National Museum of Kumanovo and local SMEs
- Install hardware and software.
- Managing groups and users accounts in Active Directory.
- Microsoft 365 (creating mailboxes, distribution lists, delegations).
- Troubleshooting and updating drivers.
- Set up and configure peripherals (printers, projectors, speakers).
- Using apps for remote access (TeamViewer, Remote Desktop, AnyDesk, LogMeIn).
