Job Description :
Description:
The person will be responsible for handling inbound calls and emails from internal Harley-Davidson users and providing level 1 troubleshooting. Some of the roles and responsibilities are listed below:
Handle calls from internal users and provide level 1 troubleshooting over the call
Document ticket in ServiceNow and escalate to L2 teams
Handle emails in Helpdesk queue and convert them to tickets in ServiceNow
Call back end users requesting assistance through email or self-service tickets
Follow-up with end users on existing tickets for updates and resolution
Provide high quality customer services on all calls, emails and tickets.
Skills & Experience:
Minimum 3 to 5 years of experience in Helpdesk Support and Customer Service
Knowledge of troubleshooting windows OS related issues via phone
Experience in using ticketing tools such as ServiceNow
Experience in using applications such as SCCM, Active Directory, MS Office, etc
Knowledge of ITIL terms such incident, service requests, etc.
Basic network and printer troubleshooting knowledge
Responsibilities:
Desktop Support
Troubleshooting
Coordination with End Users