Service Desk Support III

Summary: There Service Desk Agent provides a single point of contact to resolve or escalate various computer related issues and /or incidents. The Agent manages requests via service desk software that tracking, follow-up and closure of incidents.
Scope of Work Examples: Trouble ticketing, triage, fixes, and dispatch, end-to-end problem management (ITSM), Access Control, Password Reset, problem resolution through technical scripts and knowledge base, For Applications: How To's, Printer Installations, GUI installs / updates
Level 3: Level III Support with 5-7 years' experience Staffing & Scheduling of project Manage Customer needs(Service Level Agreement) To evaluate the current Helpdesk processes, staff and staffing responsibilities and flows and identify gaps and commonalities implement short term/interim solutions to meet the Enterprise Plan requirement accessibility Be a strategic asset that is integrated with the organization it supports. Risk Management Suggest and implement the best practices of Industry. Serve as a single point of contact for Customer Develop solutions to meet the Enterprise Plan requirement accessibility.

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