It Service Desk

1st Level Phone, Email, Chat, Self-Service Contact Support
Respond to and resolve customer requests, in relation to software, hardware and network operations, applications and infrastructure difficulties by providing fast, efficient and friendly customer service.
Ability to resolve problems with or without remote tools
Consistently achieve First Contact Resolution performance metric
Accurately documents tickets
Aware of customer’s time restraints and work within those time limits
Keep users aware of resolution steps and update, providing end to end ownership of tickets
Provide users with issue reference numbers and request numbers
Enter all troubleshooting/resolution steps into the trouble ticket
Understanding of SLA requirements for the client
Assist in cross training and communicate quick fixes
Manage time and workload to meet predetermined service levels