Job Description :
POSITION : Service Desk- L2
LOCATION ; Collierville, TN, 38017

JD :

Microsoft Office Suite - Extensive Experience
ServiceNow - Hands - on Experience
Active Directory - Basic Understanding
OS (Win 7, 10) - Hands - on Experience
Handle Calls/Incidents escalated by L1 team. • Provide trainings for new products or upgrades. • Create / modify and manage KBs for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated. • Analyze trend reports to identify causes for increase / decrease in incidents for specific products or overall volume if such spikes are not related to outages. • Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions. • Report, analyze and correct either individually or by means of feedback, on accuracy of CI, KBs quality of documentation in incidents resolved or escalated by L1 ESD groups. • Receive calls, emails and web-tickets for end users and other Agency, Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information