Overview
On Site
Contract - W2
Contract - 6+ Month(s)
Skills
Technical Support
ticket
Service Desk
Job Details
- Manage level 1 & 1 Incident/service requests from report to resolution.
- Receive, prioritize, document and actively resolve end user help requests
- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
- Track open tickets (via ServiceNow) and monitor ticket progress per SLA, close ticket items when resolve
- Follow escalation and paging procedures to ensure SLAs are being met
- Provide support and services to users, seeking to resolve as many calls as possible at level 1
- Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
- Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
- Participate in special projects as needed and perform other duties as assigned
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