Job Summary: 

• Open, log, prioritize, assign, and close tickets logged in the IT Service Desk
• Query the User for all relevant information concerning the call made or issue reported by the user
• Attempt to resolve the defined inquiries while on the telephone, to meet the agreed-upon Service Level for First Call Resolution
• Take responsibility for re-routing misdirected calls
• Escalate tickets not resolvable by SD, following the client’s escalation procedures
• Provide status updates on Tickets to users
• Reopen the ticket, create a new ticket for follow-up if the user indicates that the inquiry was not resolved to their satisfaction
• Make recommendations for updates to the KB database
• Installs, configures, and troubleshoots personal computers
• Coordinate with Service Desk staff in support of the end user hardware and software issues.

Skills on Resume: 

• Ticket Management (Hard Skills)
• User Communication (Soft Skills)
• First Call Resolution (Hard Skills)
• Call Routing (Hard Skills)
• Ticket Escalation (Hard Skills)
• Status Updates (Soft Skills)
• Knowledge Base Updates (Hard Skills)
• PC Troubleshooting (Hard Skills)

Job Summary: 

• Answer phone calls and either dispatch them to the appropriate department or handle end-to-end the customer’s request
• Monitor incoming emails and either dispatch them to the appropriate department or handle end-to-end the customer’s request
• Monitor incoming tickets and ensure they are complete and relevant before being processed by the next level of support.
• Provide support remotely and escalate complex topics to the next level of support.
• Analyse and interpret client inquiries to ascertain issues and decide on the next actions
• Give information, advice, or instruction in response to client inquiries
• Provide a high degree of client satisfaction in all work undertaken.
• Research questions using available information resources and advise the user on appropriate action
• As part of a global support team, work on establishing operational protocols and standards

Skills on Resume: 

• Call Handling (Soft Skills)
• Email Monitoring (Hard Skills)
• Ticket Review (Hard Skills)
• Remote Support (Hard Skills)
• Issue Analysis (Hard Skills)
• Client Communication (Soft Skills)
• Client Satisfaction (Soft Skills)
• Protocol Development (Hard Skills)

Job Summary: 

• Assist and support end-users with technical issues and questions related to software systems and applications, including MS Operating Systems, Microsoft Office 365, and specialized Navy applications via multiple support channels, including phone, email, chat sessions, web forms, and other communications methods available
• Apply basic troubleshooting, issue isolation, and diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets following existing SOPs, work instructions, and knowledge articles
• Thoroughly document requests and incidents according to business processes and standard operating procedures (SOP)
• Document detailed, specific work notes regarding the interaction with the customer
• Provide case status updates to management and end-users according to service level guidelines
• Maintain a high level of courteous customer service at all times
• Communicate with customers at all levels of technical and non-technical skill sets
• Keep in touch with the specialized IT groups
• Conduct software installations, backups, and remote support for technicians
• Test new hardware and software

Skills on Resume: 

• Technical Support (Hard Skills)
• Troubleshooting Techniques (Hard Skills)
• Incident Documentation (Hard Skills)
• Work Notes Documentation (Hard Skills)
• Status Updates (Soft Skills)
• Customer Service (Soft Skills)
• Technical Communication (Soft Skills)
• Software Installation (Hard Skills)