Service Desk Technical Support Specialist II

Job description

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business! Partner with the best in the heavy-duty industry and apply today! - Receives and handles incoming requests for services following agreed procedures - Allocates and Prioritize calls promptly. (Initial triage) - Logs incidents and service requests and maintains relevant records - Identifies and classifies incident types and service interruptions - Records incidents cataloging them by symptom and resolution - Acts under guidance to record and track reliability data for our services - Escalates complex or unresolved incidents - Systematically interprets user problems and identifies solutions and possible side effects - Uses experience to address user problems and provides potential solutions - Records and tracks issues from outset to conclusion. (Problem Management Team Member - During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements - Responds to common requests for service by providing...