Job Description

What You'll Be Doing

Provide information about incidents analysis and Build services relationship with end-users
Provide management and performance reports to Manager of Service Desk
Provide customer education, troubleshooting, and support via telephone and email
Technical support for connectivity, e-mail, hardware, accounting, and Level II issues
Provide troubleshooting of technical issues related to software installation, configuration, and functionality
Utilize all available tools to analyze customer issues, provide communication through internal databases, and ensure exceptional documentation of customer accounts
Handle escalated support calls by employing a structured, logical approach to problem-solving and troubleshooting
Document and log bugs and feature requests
Conduct bi-weekly Help Desk Meetings and reviews with Tier 1 support
Responsible for supporting several members