Vacancy expired!
- Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
- Must be flexible and able to work within a 24/7/365 support environment.
- Receives inbound customer contacts via various channels (phone, chat, web)
- Records, maintains and updates records in the Service Management ticketing system, and follows knowledge database for troubleshooting and procedural guidelines.
- Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving groups.
- Performs analysis of incident and request tickets to assist with corrective action to restore functionality or fulfill request
- Documents and submits incident resolutions to the knowledge database in order to assist other Service Desk Analysts with problem resolutions.
- Handle Service Desk queue management responsibilities, when necessary
- Review tickets which have been assigned to the Service Desk via the ITSM Service management system
- Review, resolve, or route those tickets as appropriate
- Inform the service desk staff of critical incidents and provide routing, categorization, and related ticket data
- Participate in Major Incident bridge lines to provide feedback of call and ticket data relating to the incident and to pass along guidance to the other agents on progress.
- Draft business-facing communications related to ongoing Major Incidents for distribution to impacted users.
Vacancy expired!