Responsibilities
- Receive customer IT service requests via telephone, chat, fax, e-mail
- Troubleshoot and triage service requests over the phone and/or via remote access
- Resolve service tickets or escalate to other support entities as needed and within Service Level Agreement (SLA) according to knowledgebase instructions
- Perform incident management to ensure trouble tickets are addressed in a timely fashion according to designated service level agreements and knowledgebase instructions
- Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion according to knowledgebase instructions
- Serve as the primary support interface between company IT departments and all company end-users
- Forward undocumented service-related issues and proposed resolution to team lead for inclusion in the knowledgebase
- Document calls in the Ticket Management System to ensure proper tracking and resolution according to knowledgebase instructions
- Provide 24/7 coverage for all Tier I customer related issues
- Open a service ticket for every customer interaction according to knowledgebase instructions
- Responsible for providing the day to day operations of the IT Support Call Center according to knowledgebase instructions
- Ensure that the Tier 1 Call Center (PC Phone Support) client support expectations are met through first call problem resolution efforts. Documents calls in the Call-Tracking system to ensure proper tracking and resolution according to knowledgebase instructions
- Ensure that day-to-day User Support Call Center expectations are met according to knowledgebase instructions
- Interfere with customers and Authority IT Support Staff employing a high degree of tact and diplomacy to promote a positive image of the department according to knowledgebase instructions
- Interface with company personnel to report, coordinate and possibly resolve any desktop related issues according to knowledgebase instructions
- Ensure that management decisions made to improve the overall customer support of the IT/DCI User Support Call Center are continually carried through
- Attend, when necessary, meetings with company IT/DCI and project management staff
- Provide positive support by projecting a positive attitude by maintaining courtesy and professionalism with customers, co-workers and management
Work Arrangement
Remote (City/Region)
Additional Information
- 24/7 coverage required
