Service Desk/Tech Support

2 weeks ago


Chicago, United States Forte Group Full time

Role Description: As a Technical Operations Technician Support, acts under guidance to support one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated. You will also be participating in projects to help improve the environment, to help make it more efficient as well as to create a delightful experience for the end user.


Core Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance and promptly allocate calls as appropriate.
  • Receives and handles requests for service, following agreed procedures.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Support L1 tickets. Escalates complex or unresolved incidents and requests to the SME.
  • Logs incidents and service requests and maintains relevant records.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Provide accurate information on IT products or services and record events and problems and their resolution in logs.
  • Identify and suggest possible improvements on procedures.
  • Monitor Alerts to carry out low level triage solutions based on runbook.



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