Core Focus : Serving as the initial point of contact for the IT Service Desk, delivering high-quality customer service, resolving Tier 1 issues, and escalating unresolved issues to Tier 2 and 3 support teams
Key Responsibilities
Queue & Ticket Management : Managing, organizing, logging, categorizing, prioritizing, and closing tickets within service management tools (covering Incident, Request, Problem, Change, and Configuration Management
Technical Support : Providing first-level support via phone, chat, or email for applications, hardware, networks, telecommunications, and basic functional support for specialized tools like Point of Sale (POS) systems
Escalation & Collaboration : Promptly routing complex or unresolved inquiries to higher-tier support teams following established procedures
Documentation
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