Service Desk Technician

The entry-level Service Desk technician will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA.

Responsibilities

• Maintain customer tickets within our case management system and update our Customer's case management system.
• Controlling the process of receiving, assigning, and completing internal tickets.
• Ensuring there are correct notes, categories, and statuses for tickets.
• Ensuring ticket resolution checklists are being followed.
• Staying updated on the progress of resolving the tickets within SLA.
• Ensuring Field technicians are following all company standard operating procedures.
• Support other teams within the organization as needed.
• Process customer replacement parts and or systems.
• Identify opportunities for improvement.
• Provide ongoing feedback and guidance.
• Own the customer experience and drive initiatives for improvement

Requirements

Minimum Qualifications