ASSOCIATE – DESKTOP SUPPORT/ HELPDESK
CBTS, Nashville, TN, United States
Key Responsibilities
Provide day-to-day desktop support and help desk operations, ensuring adherence to defined SLAs and service quality metrics.
Drive standardization in desktop images, configurations, and security compliance.
Respond to tickets, calls, and emails promptly; ensure timely resolution and escalation when needed.
Install, configure, and troubleshoot operating systems, applications, and peripheral devices.
Monitor system performance and proactively identify potential issues.
Learn and adhere to policies and pr
Key Performance Indicators (KPIs)
SLA adherence for incident and request resolution.
First-call resolution rate.
Average response and resolution times.
End-user satisfaction and feedback scores.
Reduction in repeat incidents.
Compliance with endpoint security and patch standards.
Ticket backlog and queue management efficiency
#J-18808-Ljbffr
Provide day-to-day desktop support and help desk operations, ensuring adherence to defined SLAs and service quality metrics.
Drive standardization in desktop images, configurations, and security compliance.
Respond to tickets, calls, and emails promptly; ensure timely resolution and escalation when needed.
Install, configure, and troubleshoot operating systems, applications, and peripheral devices.
Monitor system performance and proactively identify potential issues.
Learn and adhere to policies and pr
Key Performance Indicators (KPIs)
SLA adherence for incident and request resolution.
First-call resolution rate.
Average response and resolution times.
End-user satisfaction and feedback scores.
Reduction in repeat incidents.
Compliance with endpoint security and patch standards.
Ticket backlog and queue management efficiency
#J-18808-Ljbffr