IT Service Desk

Responsibilities

• Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, and any other interactions.
• Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.
• Provide information to end users regarding the status of their incidents or requests.
• Troubleshoot PC hardware and software problems; perform software installations and upgrades.
• Provide first line support for Internet browser issues, printer issues, applications and basic network issues.
• Research, resolve, and respond to questions received in accordance with set policies and procedures.
• Continuously develop communication skills and problem‑solving techniques; create more efficient support methods.
• Assist in the population and maintenance of the knowledgebase.
• Attempt proactive resolution of end u...