Position Summary :
- Provide Service Desk support to external customers and users
- Receive, document, and track all incoming customer / user calls for immediate remedy and closure
- Utilize computer and database information to update incident status
- Serve as the single point of contact (SPOC) for incidents, including owning the call through closure.
Essential Functions and Responsibilities :
- Provide service desk support to contracted clients.
- Use defined procedures for responding to customer calls.
- Collect information from the caller and document data elements in the designated tool.
- Maintained records of all calls from customers using an established Service Management tool.
- Provide detailed documentation of all steps involved in resolving customer issues.
- Escalate issues to the appropriate department and personnel.
- Investigate, examine, troubleshoot, and solve hardware and software issues quickly.
- Maintain a pleasant demeanor and attitude in day-to-day communication and interface with customers.
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