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Form of workJob Description
Job Title: Service Desk (Level 1)
Location: Cary, NC
JOB PURPOSE
To resolve assigned tickets in adherence to agreed-upon SLA and ITIL delivery and quality standards.
Responsibilities
· To attend to customer calls/chats/e-mails and resolve tickets within agreed-upon SLAs for ticket volumes and timeframes.
· To maintain high login efficiency (availability) for customers, and, if and as required, assist with documenting identified risks, issues, mitigation plans, and support in execution of BCP/DR plans.
· To ensure positive customer experience and CSAT through First Call Resolution, minimum average handling time (AHT), and minimized rejected resolutions / reopened cases.
· To achieve KPI targets, follow defined processes, and adhere to ITIL delivery and quality standards, regulatory requirements, and company policies.
· To update work logs and follow shift/escalation processes to escalate complex problems to appropriate support specialists as well as to route problems to 2nd- and 3rd-level IT support staff as the case may be.
· To work on value-adding activities such as knowledgebase updates and self-development.
