First line of communication with Customer, receiving incidents and requests, logging, categorizing and prioritizing tickets
Responsible for handling Tier 1 level incidents and requests such as password resets, email distribution requests, etc.
First level troubleshooting for basic client hardware and software issues
Contribute to self-help (Tier 0) knowledgebase. Perform other duties as requested.
-3-4 years experience in Service Desk
-General Technical Knowledge of Computer Hardware and Software, including MS Windows, mobile iOS devices, and MS Office suite
-Strong analytical and problem solving skills.
-Excellent communication and customer service skills
-Ensured IT service requests and restorations are fulfilled within agreed-to SLAs.
-Experience with industry leading ITSM tools for tracking Incidents,Problems
-Strong communication and Customer Service skills
-Strong organization and time management skills
ITIL v3 Foundation
Microsoft Certification(s) such as MCSA, MCSE
Apple Certification(s) such as ACSP, ACSA, ACS-SAM
ActioNet, Inc. - 18 months ago