Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Take calls/tickets during high volume periods.
- Manage incidents in the Service Desk system.
- Queue Management.
- Ensure incidents are routed to the appropriate support team.
- Evaluate tickets for Trending.
- Draft Knowledge Base Articles personally or work with engineering leaders for repeat issues.
- Compile comprehensive and accurate reporting of all resource usage, including project tracking, incident tracking and resolution, status, and management.
- 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
- Bachelor’s degree in Computer science/ engineering.
- 0-2 years of experience.
- Knowledge about CCNA,MCSA.
