Daniel Merchan

• Technical support of the platform via ticketing system (Salesforce/Zoho Desk) and inbound telephone • Tracking the progress of open tickets • Performing platform tests • Improving and maintaining knowledge of procurement processes and platform functionality • Identifying upselling opportunities

• 2nd level support, analysis and elimination of occurring faults in standard and operation-specific software and hardware • Processing support requests via ticket system • Installation and configuration of PCs, laptops and printers • Regular testing of IT equipment in offices and conference rooms • Installation of new hardware and stock-keeping • Escalation and communication to 3rd level via customer-specific ticket system

• Install, configure and troubleshoot hardware; including desktops, laptops, mobile devices, peripherals, network equipment • Software packages; including operating systems, desktop software and custom applications • Telecommunication solutions; including Audio/Visual equipment, conference room equipment and Unified Communications clients • Provide first and second level support for networking and application issues; escalate complex problems to the appropriate groups or staff

• Incident management – diagnose, resolve and close incidents. Desktop support may be provided in person or remotely. • Provide first class customer service to Morningstar’s employees. • Resolve and own technical problems until resolution. • Escalate to management/senior engineers as required. • Support of desktop environments (Windows, AWS and macOS), mobile devices and core applications. • Imaging and installation of workstations. • Maintain asset management database.

• Be involved in all aspects of the day to day technical support of all Zalando users at both the 1st and 2nd support levels • Manage incidents, SR’s and tutoring requests with a high level of customer contact, both face to face and via remote tools • Work independently and as a member the day to day professional running of the helpdesk, ensuring that the high standards of customer support are maintained

• Interact with Sales, Marketing, Business Operations, Pricing, Engineering, and/or other departments as required to complete customer request • Review request for quotation (RFQs) to determine customer requirements and prepare quotations/bid proposals in response to RFQs • Assemble all information into a quality document for submission to the customer • Create and maintain SAP contractual documents for major customers Chase resolver groups for ticket resolution

• Have a detailed understanding of the Service Desk responsibilities and service level targets • Ensure a thorough knowledge of all Procedures and Processes • Knowledge of all tools used: Remedy, IMKD, Forum, Mail-in Databases, CRM • Ensure a high standard of Customer service • Ensure that the escalation process in invoked for all calls nearing SLA or where there a meaningful update • Chase resolver groups for ticket resolution

• Take ownership for resolving Customer queries and incidents, as documented in Work Instructions, and for categories relevant to role and area of expertise. • Coordinate operational relationships and liaise with vendors and internal teams to resolve Customer queries and incidents. • Provide training and coaching to new starters and less experienced team members and/or peers, to assist with the on-going development of the team.