Service Desk Agent

Summary: Responsible for handling first level support and service requests. This relates to all supported technology including but not limited to: workstations, servers, printers, routers, switches, and applications. Responsibilities: IT Support relating to technical issues involving Microsoft’s core business applications and operating systems. Support of backup and disaster recovery systems. Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion. Maintain accurate time and records in all service tickets as performed. Maintain system configuration information within the ticketing system and ensure it is attached to relevant tickets. Communicate with customers as needed regarding ticket progress, changes, or agreed outages. Escalate service requests that require level 2 support in a timely fashion to prevent breach of SLA. Work with all team members to implement and improve Company best practices. Utilize central management tools to resolve customer issues with minimal customer impact. Scope: Perform fast turnaround of customer requests. Communicate effectively with the customer regarding issues and potential problems. Report to management potential problems with customers' computers, configurations, and/or environment. Experience Level: 1-3 years of relevant experience as a service desk technician including phone, remote support, and hands-on. Excellent verbal and written communication skills. Strong working knowledge of Microsoft Applications. Certifications: Actively working on one relevant certification track.

#J-18808-Ljbffr