* Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
* Receive and respond to user inquiries and requests via telephone, email, case tracking system
professionally and with speed, accuracy and proficiency.
* Produces quality work and results.
* Ensure fast and accurate turnaround of work.
* Solve problems using agreed upon procedures.
* Develop a comprehensive understanding and mastery of all tools.
* Remain updated on products, policy, procedure and other important operational issues.
* Perform other duties as assigned.
* Service Desk Level 2 Support serves as an escalation point for Level 1 and Level 1.5 support by educating the L1 and L1.5 group by building KB articles and regularly collaborating with different support groups to ensure a faster resolution of tickets assigned to them.
