Job Description
Dear Candidate,
Purpose of Position:
Providing first call resolution and actively manage activities surrounding the resolution of IT issue calls to ensure minimal business impact..
Key Skills/Responsibilities:
Provide first call resolution or facilitate resolution to end users by engaging the appropriate parties.
- Technology supported by the help desk, including Windows machines, O365, Azure, and other Microsoft tools.
- Troubleshoot issues related to MAC and VPN sessions on Windows & Macintosh Platform.
- Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.
- Collect and consolidate required information from reporting parties into ticketing system.
- Performs other related duties and assignments as required and as assigned by supervisor or manager.
Job Duties:
- Provide first call resolution.