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.