Job Description
**About the Team/Role**
The goal is to create value for our End Users that will help preserve the Service Desk's value and reputation.
**How you'll make an impact**
- Manage Incidents and Service Requests from the technology portal, calls, and chats; act as a single point of contact
- Receive, log and manage incidents and service requests; maintain Asset Database and track changes
- Provide exceptional customer service and technology Support to the WEXWES population for all end user services
- Provide Tier 1 support of medium to high complexity
- Follow standard operating procedures; accurately log and update all work tickets using ITSM System (Jira)
- Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users
- Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs
- Identify outages, escalate issues, involve experts and assist in determining priority level of tickets wh...
The goal is to create value for our End Users that will help preserve the Service Desk's value and reputation.
**How you'll make an impact**
- Manage Incidents and Service Requests from the technology portal, calls, and chats; act as a single point of contact
- Receive, log and manage incidents and service requests; maintain Asset Database and track changes
- Provide exceptional customer service and technology Support to the WEXWES population for all end user services
- Provide Tier 1 support of medium to high complexity
- Follow standard operating procedures; accurately log and update all work tickets using ITSM System (Jira)
- Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users
- Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs
- Identify outages, escalate issues, involve experts and assist in determining priority level of tickets wh...