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Job Description
- Monitor the phone queue and answer inbound phone calls.
- Track maintenance schedule of Windows Updates to confirm the updates are being completed on a regular basis. Send out email notifications as needed.
- Send email notifications at the end of the day for the cases that are left in the unassigned queue.
- Assist with scheduling appointments (training, upgrade, troubleshooting) and schedule upgrades for Crestline.
- Audit module license counts, and products registered and take steps to resolve discrepancies.
- Setup applications on client workstations.
- Monitor email alerts for failed backups and resource issues.
- Setup new users in customer knowledge base.
- Take calls/tickets during high volume periods.
- Manage incidents in the Service Desk system.
- Ensure incidents are routed to the appropriate support team.
- Evaluate tickets for Trending.
- Provide users with (IT) services through a service desk function.
- Develop and maintain incident resolution database and work constantly to improve the incident resolution process.
- Communicate to users any changes impacting their equipment and software.
- Establish and maintain an information resource library to include software, systems documentation, periodicals, and report management systems.
- Assist Service Desk staff with more difficult incidents, referring incidents to the appropriate support team.
- Manage Knowledge, Management process
- Other duties as assigned.
Job Requirements
- Excellent communication skills
- Good understanding of computer systems, mobile devices and other tech products
- A + Certificate.
- N + Certificate