Provide 1st level hardware and software troubleshooting assistance over the phone or remotely
Log service tickets into the SITIâs Call Management System. If not resolved, escalate service ticket to appropriate support groups.
Field incoming incidents from end users via all contact channels in a courteous
Build rapport and elicit incident details from service desk customers.
Prioritize and schedule incidents. Escalate incidents (when required) to the appropriate resolver groups. Adhere to the
Resolver group escalation process by collecting the required information and make sure it is updated on the ticket properly
Before the ticket is escalated.
Maintain ownership on incidents and ensure that they are resolved within the SLA timeframe
Record, track, and document the service desk incident solving process, including all successful and unsuccessful
decisions made, and actions taken, through to final resolution.
Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in incident resolution.
Test fixes to ensure incidents have been adequately resolved.
Achieve Consistent Service & Operational Excellence - (Reduce outbound calls, Increase FCR by fixing issues in the first call)
Meet / Exceed the expectations on FCR, KT Usage, Quality Audits
Delivering the best customer experience by adhering to Service Desk policies and procedures.
Adhere and actively participate in service improvement plan.
Exercise hygiene metrics and compliance through call opening, call logging, ownership and escalation (Schedule Adherence, Absenteeism, Aux discipline)
Identify and learn appropriate software and hardware used and supported by the organization.
100% participation in implementation of technology and new service offerings by accounts.
Actively participate in regular 1x1 with manager; team meetings and huddles, brown bag sessions
Take part in team events and support team actively
Ensure all individual and team required training (compliance, ITIL, etc.) is completed by assigned deadline Knowledge.
information sharing with new members of team (Contributing to KT Knowledgebase)