Job Description
Overview
The Service Desk is the Company s single point of contact for all IT Network related outages. It provides first line technical support to internal staff and customers via telephone and email, 24/7, 365 days.
Responsibilities
- Analyze and distribute trouble tickets to the appropriate technology team.
- Ensure full availability of Service Desk telephone and email support.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Pro-actively monitor support mailboxes and log incidents in the system.
- Resolve or appropriately elevate customer‑reported incidents and service requests, logging them in the service desk tool.
- Perform remote troubleshooting using diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and the details provided by customers.
- Direct unresolved issues to the next level of support ...