Job Description :
Job: Service Desk
Location: Phoenix, AZ
Job Description:
Answer all calls offered to Service Desk queues and responsible for managing the ticket queues.
Intimate the Shift lead/ L2 whenever there is an upward trend in calls.
Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
Update the trackers and details required for Shift Handover.
Adherence to schedules and report to Shift leads in case of any misses.
Resolve incoming client calls based on departmental goals
Provide detailed documentation in call logging system
Take ownership and responsibility for problems for client’s technical issues
Increase knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process
Analyze and resolve incidents and requests regarding use of application software or hardware. Track incidents and requests from identification through resolution. Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases