Exikiel Linatoc

Key Functions:

• Citrix/VDI Support: Provide day-to-day support for Citrix and VDI services, ensuring smooth operation and quick issue resolution.
• Incident Management: Troubleshoot and resolve Citrix/VDI-related incidents, minimizing downtime and maintaining service availability.
• Vendor & Team Collaboration: Work with third-party vendors and internal teams to resolve issues and meet SLAs.
• Documentation: Maintain up-to-date documentation for server support and troubleshooting.
• Maintenance: Perform regular Citrix/VDI system maintenance, updates, and upgrades to ensure stability.
• Change Management: Follow change control processes to implement necessary updates and ensure environment stability.

Key Functions:

• Complex Issue Resolution: Independently resolve more complex customer issues following standard protocols.
• Major Incident Management: Handle major incident cases, providing timely updates to Major Incident Management and Regional Account Managers.
• Team Collaboration: Work with the team to enhance infrastructure efficiency and resolve technical challenges.
• VIP Support: Assist VIP end-users with their IT-related issues, ensuring high-priority cases are handled with care.
• Escalation Handling: Manage complaint and escalation cases, ensuring they are properly addressed and resolved.
• Daily Communication: Participate in daily conference calls with the Major Incident Management team to track and resolve issues.

Key Functions:

• Support Services: Handle call logging, password resets, VPN access, remote access, and Active Directory requests.
• Documentation: Record end-user issues and requests in the IT Service Desk management application.
• System Changes & Upgrades: Assist with desktop system and voice-related moves, adds, changes, and upgrades.
• Issue Ownership: Retain ownership of all assigned issues/requests until they are resolved and closed with end-user confirmation.