Service Desk Associate

UST

Website: ust.com
Job details:
Role Description

Roles and Responsibilities:

• Leverage Customer designated Service Management tool for incident logging and service request.
• Engineer to take ownership of all Incidents and Service Requests from End User contact (Phone, Email, Chat, Web-based) to the Service Desk to closure. This includes following up with other teams /team members in other queues to ensure best end user experience.
• Provide Incident and Service Request resolution for Supported Services and Software as defined in the Customer Knowledge Base.
• If no Knowledge Base article exists, then the engineer will determine if a knowledge base article needs to be created and follow appropriate procedures to do so.
• Associate will provide best effort support for unsupported services, software, and hardware. Best effort support means trying to solve requests using online resources, second-level support, and supervisor expertise.
• Flag Incidents when Knowledge Base articles are needed and update Knowledge Base on regular basis.
• Escalate unresolved Incidents and Service Requests based on the defined escalation processes, maintained, and stored in Knowledge Base system.
• Identify and report opportunities for the Service Desk to ServiceDesk Lead to tackle more difficult incidents/requests
• Adhere to the SOPs, SLAs and KPIs provided by Customer.
• Engineer will communicate all trending issues to Customer during weekly meeting
• Identify VIP members, engineer will take extra care in following documented processes and procedures which includes but not limited to non-direct contact and the expedited escalation of ticket to proper support queue

Skills

incident management,service management,service requests,knowledge base,escalation processes, Click on Apply to know more.