What success looks like in this role: ? 1st Level telephone and other media contact support . ? Strive for a high level of first contact resolution. ? Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. ? Accurately document calls and incidents. ? Manage time and workload to meet predetermined service levels. ? Maintain data accuracy in our contact management system. ? Assign incidents and requests to the correct support group. ? Act as a single point of contact on incidents and problems logged. ? Perform appropriate diagnostics to initiate problem management workflow process. ? Provide clients with a reference number for their incident/request. ? Understand various media sources that interface with the Service Desk. ? Support multiple clients through customer service professionalism and insight. ? Become multi-skilled as workload changes occur within the Service ... Click here to view more detail / apply for Services Support Rep 2
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