Job Description
Description
Higher level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi tasks / technologies. Develop documentation.
Core Job Responsibilities:
Constantly monitor individual queue to resolve routine and non routine desktop issues and requests
Escalate issues as appropriate and act as a technical escalation point
Maintain a high level of customer satisfaction
Comply with the desktop group practices and procedures
Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
Identify technical and process issues and recommend improvements
Achieve target ticket volumes and ticket resolution levels
Responsible for compliance with applicable corporate policies and procedures.
Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
Follows the processes, practices established for the group
Ex...
Higher level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi tasks / technologies. Develop documentation.
Core Job Responsibilities:
Constantly monitor individual queue to resolve routine and non routine desktop issues and requests
Escalate issues as appropriate and act as a technical escalation point
Maintain a high level of customer satisfaction
Comply with the desktop group practices and procedures
Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
Identify technical and process issues and recommend improvements
Achieve target ticket volumes and ticket resolution levels
Responsible for compliance with applicable corporate policies and procedures.
Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
Follows the processes, practices established for the group
Ex...
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