HelpDesk Support
Dimondale,MI
Hybrid
Key Responsibilities & Tasks:
Communication: Answer incoming calls and emails, meeting identified response standards.
Request Logging: Log requests for technical assistance received via the dedicated support phone or email into the ticketing system.
Case Monitoring: Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.
Performance Metrics: Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements (SLAs), etc.
Technical Support: Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines, and resources.
Documentation: Document all information regarding the resolution of requests for technical assistance in the designated IT service management (ITSM) system, using established guidelines and procedures.
Professional Development: Attend meetings and training sessions on policies, procedures, applications, hardware, software, etc., as required.
Vendor Coordination: Follow up on cases involving the hardware maintenance vendor.