**About the Team/Role**
The goal is to create value for our End Users that will help preserve the Service Desk's value and reputation.
**How you'll make an impact**
- Manage Incidents and Service Requests from the technology portal, calls, and chats; act as a single point of contact
- Receive, log and manage incidents and service requests; maintain Asset Database and track changes
- Provide exceptional customer service and technology Support to the WEXWES population for all end user services
- Provide Tier 1 support of medium to high complexity
- Follow standard operating procedures; accurately log and update all work tickets using ITSM System (Jira)
- Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users
- Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs
- Identify outages, escalate issues, involve experts and assist in determining priority level of tickets wh...