Serves as the initial point of contact and resolution for IT related incidents and requests. Accepts and documents customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging, and personal visits to the Service Desk. Interfaces directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicates via phone, email, and instant messaging with end users and technicians. Troubleshoots, researches, diagnoses, documents, and resolves basic technical issues. Documents, tracks, resolves, and reports on problems and work orders using ServiceNow or other designated ticketing system. Has basic technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, e-mail, print, web, portal and transport). Escalates incident to the appropriate support organization when the incident cannot be resolved by the Service Desk.
Required Skills
Required Experience
Qualifications:
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