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Job Summary
Primarily responsible for the resolution and coordination of all Service Management tickets across assigned locations. Provides Level 1 & 2 support and liaises with specialist system support teams. Performing onsite and remote analysis, and resolution of incidents for internal customers. Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software. Provides effective management of the customer experience during the entire support process.
Essential Functions & Accountabilities:
Provide onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA’s
While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.
Escalate tickets in accordance with IT procedures.
Executes accurate Access Ma...