Vacancy expired!
- Serves as front line contact point for Information Technologies customers as part of the 24, 7, 365 IT Service Desk.
- Provides support to end users on a variety of inquiries and incidents.
- Identifies, researches, and resolves or routes software and hardware incidents.
- Responds to telephone calls, email and personnel requests for technical support.
- Using a service management tool, documents, tracks and monitors incidents to ensure a timely resolution.
- Answers service desk telephones and or emails and responds to user inquiries.
- Creates, routes and maintains incident records, tickets, within a Call Management system.
- Assists the user in resolving incidents by providing guidance regarding software and hardware problems by following call scripts and utilizing Knowledge Base resources.
- Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved.
- Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.
- Effectively uses software tools for remote troubleshooting.
- Works collaboratively with 2nd, 3rd level support teams to ensure that users receive timely service.
- Follows up with users to ensure that incidents are resolved within the contracted or agreed upon time frame.
- Assists with defining and documenting Service Desk support procedures as required.
- Meets established productivity and time-management standards.
- Work shifts assigned by Service Desk leadership as required
Vacancy expired!