IT Service Desk - Associate Full-time Job

Key Responsibilities:

Opens, logs, prioritizes, assigns, and closes calls logged. Asks the End User for all relevant information concerning the call made or issue reported. Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution. Routes the enquiries to Resolver Groups as appropriate. Re-routes misdirected calls. Escalates tickets which have not been resolved by SD. Provides status and updates on tickets to authorized users. Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.