1. Service Delivery
1.1. Monitor and respond to incoming call and e-mail queues promptly and document incidents accurately.
1.2. Research, resolve, and respond to questions received via phone, fax, letters, and e-mail in a timely manner, in accordance with current standards.
1.3. Provide accurate and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
1.4. Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.
1.5. Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to customers.
2. Process Improvement
2.1. Submit accurate, innovative resolutions to internal and customer knowledge base.
2.2. Participate in team projects that enhance the quality or efficiency of the MSC.
2.3. Acquire and maintain knowledge of ITIL best practices.
3.1. Communicate problem trends and unresolved problems to other MSC staff, including escalation to management when necessary.
3.2. Monitor DSS corporate e-mail regularly to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other constantly changing information.
4.1. Participate in mandatory weekly rotation of MSC On-Call responsibilities.
4.2. While On-Call, technicians are responsible for working overtime as needed to assist in providing coverage for open shifts on weekends and as a result of call-offs and PTO.
4.3. Work at least one holiday per year to provide required coverage of customer contact queues.