The person(s) will take service calls, check knowledge base to see if they can help. If not, open a ticket and monitor it till complete. Also, monitor the ticket queue and manage the tickets as they are put through a workflow common to any service desk. On-call nights and weekends a requirement will be part of a rotation.
5 major job responsibilities and requirements:
- Field Support Calls
- Work with technicians to escalate issues
- Keep management informed of all important issues.
- Manage work queue using ticket management software
- occasionally perform these duties off hours
List 3 competencies for this role: - Strong Customer Service skills
- Knowledgeable around Chrome, and Windows 7,8.1
- Good Troubleshooting skills
2nd shift hours are 2PM - 10PM.