Roles & Responsibilities
Provides 24×7 Service Desk Support (Tier 1 Support)
- Provides 24×7 Service Desk support that is first response/Tier 1 support.
- Point of contact – phone, e-mail.
- First point of contact for troubleshooting IT-related problems.
- Shift work is required.
- Good Communication Skills.
- Experience in Customer Service/Call Center.
- Excellent organizational skill.
- IT experience in Microsoft Operating Systems, O365, and Cloud Applications.
- Manage end-user expectations and work within SLAs.
- Perform post-resolution follow-up to ticketing cases.
- Develop trends by monitoring and analyzing support cases.