Ensure customer satisfaction by responding to calls and chats to the Service Desk.
Provide technical support to computer end users via the following methods: phone, chat, or remote access.
Conduct 1st level problem determination using documented procedures and available tools.
Log, track, and close I----------- Tickets and IT Service Requests in Service Now
Record problem symptoms and status information in a timely manner to escalate and communicate with the appropriate IT staff
Maintain and enforce policies and standards regarding use of hardware, software and information resources
Provide feedback to management concerning possible problems or areas of improvement
Make recommendations to implement improved processes
Perform other duties as assigned by management
