Tech Service Desk

What success looks like in this role: • 1st Level telephone and other media contact support. • Strive for a high level of first contact resolution. • Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. • Accurately document calls and incidents. • Manage time and workload to meet predetermined service levels. • Maintain data accuracy in our contact management system. • Assign incidents and requests to the correct support group. • Act as a single point of contact on incidents and problems logged. • Perform appropriate diagnostics to initiate problem management workflow process. • Provide clients with a reference number for their incident/request.…