Service Desk Technician

Job description

Responsible for supporting the program/project/client to deliver services to meet customer business needs and expectations. Processes intake requests from email or phone, review issues, assign work to appropriate team and resources, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure with exceptional customer service in daily responsibilities. - Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours. - Receives and logs customer problem/request/issues and by documenting the problem and updating the customer’s contact information. - Performs initial level of problem identification and attempts to resolve issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate. - Monitors and tracks incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided steps taken using knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in orde...