â¢Provides Level 1 technical support for all software and hardware within negotiated Service Level Agreements(SLAs).
â¢ Logs all incidents reported via telephone, email or voice mail.
â¢ Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request.
â¢ Distributes and dispatches incidents to the appropriate support groups as needed.
â¢ Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.