Responsible for providing the first-line of telephone, chat, email, self-service/web portal help desk support of hardware, systems, sub-systems and/or applications and infrastructure for users
Answers simple to complex questions about installation, operation, configuration, customization, and usage of assigned products
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to higher level within organization
Service Desk Agents will be required to support Service Desk Clients and the contractual service level in the achievement of prompt response, high level customer service and technical first contact support
We are required to clearly articulate customer requirements and interface with a variety of Client/Internal second/third/fourth level teams and third party service providers
