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Onsite Support Lvl 1 (Gamma)

(XTN-0939576)

Work Experience

  • Answers Service Desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
  • Acknowledge service requests, incidents or queries via Ticketing, Phone, Skype and email
  • Ability to see the change in priority of handling of issues and adapt.
  • Organizes and addresses assigned tickets in appropriate work queue and priority
  • Maintain IT inventory/asset management for assigned region and location
  • Metrics Reporting of team initiatives to IT Management

Skills


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