Network / Desktop Systems Specialist

Company Name:
Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.
Key Responsibilities (% of time spent on each responsibility)
1.Troubleshooting and Problem Solving: Provide customers with application and/or technical assistance within assigned product area. Coordinate problem resolution with other McKesson departments and drive to positive outcomes. Ability to effectively research and troubleshoot technical issues. (30%)
2.Customer Service: Receive, respond and log requests in accordance with department and company standards and procedures. Maintain strong relationships and manage expectations with both internal and external customers. (30%)
3.Knowledge Management: Identify, document and publish knowledge for internal and customer consumption. Participate in the technical knowledge review process; ensuring the quality of published content. (10%)
4.Case Management and Communication: Effectively Manage all cases with attention to the documented service levels. Adhere to escalation procedures and timeframes. Document the technical details of the case as well as the details of all customer and partner interactions. (20%)
5.Subject Matter Expert (SME): Be the SME of supported applications and technologies within the scope of position responsibility (10%)

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