Service Desk Agent

Job description

The individual will perform hourly data ingests and respond to Tier 1 and 2 tickets onsite in support of a live, production technology. The role involves 8 hour shifts at the client site in Falls Church, VA. The shifts are 11pm -7am. Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism. - Manages manual data ingests occurring on average once every 30 minute - Receives and logs customer problem/request/issues by documenting the problem and updating the customers contact information. - Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate. - Assists with monitoring and tracking incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues. - Performs incident notification and escalation of problems/request/issues to responsibl...