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- 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.
Service Desk/Tech Support - Chicago, United States - Forte Group
Description
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.
Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.Core Responsibilities: