Manages and resolves customer incidents and requests received through various communications (for example, phone calls, email, system software, walk-ups) by identifying incident and business partner needs; documenting relevant ticket information (for example, name, number, description of problem) in required system (for example, Remedy); categorizing urgency of incidents and requests and escalating critical and urgent requests; assigning, delivering, installing, or enabling assets (for example, hardware, equipment, software, media, coordinating delivery of new equipment) once approved; tracking the status of requests and/or problem tickets; reviewing requests periodically to determine correct priority; validating business partner and system issues and resolutions; and closing requests or problem tickets upon completion.
Identifies trends by reviewing incoming ticket logs; identifying related requests and incidents; determining when a series of calls are related to an underlying root cause; and following escalation procedures based on severity to communicate trends.
Troubleshoots and resolves basic technical issues (for example, accessing servers, checking basic statistics, issuing basic commands) by gathering needed information and formulating an action plan; utilizing existing scripts and commands to resolve issues; interpreting the results to determine further action; and engaging support teams as needed to assist in the resolution of issues.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Corporate Strategy, Microsoft Office