Job Description
Job Description
Req Description
• Provide first and second level incident resolution and request fulfillment for all users with hardware, software and application issues.
• Provide accurate and timely logging of incidents and resolutions in ITSM ticketing system.
• Able to effectively support individuals from all levels of the organization including C level
• Ability to properly prioritize support issues based upon urgency, severity and impact to both the individual and the organization
• Manage ticket priority, categorizations, problem association, CI association and other ticket mechanics.
• Ability to provide effective and accurate solutions to user problems to ensure user satisfaction and productivity
• Courteously obtain and document concise incident, request and problem information for internal service personnel.
• Escalate problems to appropriate IT staff for workaround, resolution, root cause analysis and preventative solutions. Document replication evidence and details prior to each escalation.
• Maintain frequent communications with end users during the incident resolution and request fulfilment process.
• Utilize superior customer service skills and multitasking abilities.
• Ability to manage and lead individual or small projects.
• Work closely with other teams to record and publish knowledge transfer needed to support IT Service Center incidents and/or requests
• Support continual service improvement by reviewing and recommending modifications to standard operating procedures and work instructions.