Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Triage (remote into customers machines if necessary Use Knowledge base to research known resolutions. Enters all incidents, requests into Service Desk Manager. Keeps all tickets up to date with all troubleshooting steps taken and how resolved Follow up with customers to ensure issue has been resolved (If ticket is not resolved on phone). Follows up with client on any tickets that are On Hold. Monitor all requests and assign to correct group Escalate to Team Lead any issue that needs more investigation. Assign tickets to Group if known that SD cannot resolve. Keep Team Lead/ Manager apprised of trend in tickets that could potentially be a Major Incident. Be aware of all Major Incidents and communications surrounding them. Be conscious of all workarounds and known errors and communicate to customers as needed Performs other related duties as required.
3+ years of experience in Customer Support and ACD Skills
· Excellent communication skills.
· Excellent computer and report generating skills.
· Good written (English) skills.
· Excellent interpersonal skills.