Daniel Merchan

Carrying out planned maintenance, update software and carrying out repairs returned from internal and external Customers in an accurate, timely manner ensuring maintenance procedures are followed. Travel to Customer’s site to complete pre-sales setup and after-sales service activities like, but not only, installation, repair and maintenance of Spacelabs’ products. Availability to perform technical interventions at Customer locations is estimated at approximately 15% of the time.

• 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.