Responsibilities:

  • Receive and provide tier-1 and tier-2 support for incoming communications (calls, emails, voicemail, and web service request and incident records).
  • Strong enterprise ticketing experience, Preferably ServiceNow or Snow Remedy, JIRA
  • Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed.
  • Excellent customer- service skills and the ability to escalate tickets and delegate as needed.
  • Experience tracking configuration changes
  • Record announcements via the SvD telephony system message, to include general announcements regarding outages and/or service degradations. Monitor network status and availability, utilizing tools, to remain informed on pending incidents to provide proactive support
  • Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.