Support Desk
Current-Perform proactive monitoring duties; ex: determining on-line status of directory terminals-Prioritize, problem solve, resolve and manage your queue of tickets which will include: content changes or updates, Windows OS, software or network issues, physical issues like screen calibrations, replacements etc.-Ensure timely response and resolution of customer issues or service requests received via ticket, telephone and/or e-mail-Ensure timely, precise, evidence-based documentation of all support activities-Collaborate with team members to help each other solve incidents and perform services-Perform general administrative duties for department as needed-Develop reference and training materials and provide end-user training-Follow standard procedures and assist in the creation of new procedures as required-Triage and assign tickets, assign deadlines per priority to appropriate staff member, and/or dispatch third party service providers
