Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users
Open, log, prioritize, assign, 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.
Re-route misdirected calls.
Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures.
Provide status updates on Tickets to users.
Re-open Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction
Operating, managing, completion, and delivery of issue resolution. Handling ticketing system and service level agreement and
resolving ticket request
