Overview

The Service Desk is the Company s single point of contact for all IT Network related outages. It provides first line technical support to internal staff and customers via telephone and email, 24/7, 365 days.

Responsibilities

• Analyze and distribute trouble tickets to the appropriate technology team.
• Ensure full availability of Service Desk telephone and email support.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Pro-actively monitor support mailboxes and log incidents in the system.
• Resolve or appropriately elevate customer‑reported incidents and service requests, logging them in the service desk tool.
• Perform remote troubleshooting using diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and the details provided by customers.
• Direct unresolved issues to the next level of support ...