Provide support for all service requests that come to the Support Center via phone, email and walk-ins. These include applications, administering of software and handling of special projects.
Daily - 70%
•Provide 1st level support to end-users.
•Answer questions, provide phone-based training on higher-level functionality, and troubleshoot technology problems for Users.
•Escalate unresolved problems to Hardware Technician(s) and/or Administrator(s) where appropriate.
•Follow up on escalated issues with the appropriate IS employee and the technology end-user.
Daily - 10%
•Participate in the maintenance of call tracking application.
•Enter tickets in at the time of call.
•Indicate resolution technique in the details of each ticket.
•Update the status of unresolved incident tickets with most current information.
•Route tickets to appropriate parties according to IS Policy.
•Contact end-user when call is 'resolved” by other IS groups to ensure an accepted resolution and closure of the ticket.
Daily - 5%
•Monitor open tickets that you have routed, assist when possible, close when appropriate.
•Cooperatively Troubleshoot escalated issues
•Disseminate new information to Support Center Team Members
•Provide training and orientation to new Support Center Team members.
Daily - 5%
•Participate in special projects, and/or act as 'point person' or 'liaison' where approved by Support Center Management. Including, but not limited to, testing of new and/or updated templates and macros and reporting findings to appropriate IT group in order to ensure stability prior to firm-wide release.
Rotated Weekly - 5%
•Monitor incoming email requests from end-users
•Clear Quarantined email filters
Assignment, Review And Approval of Work:
Work direction is given either verbally or in written form, i.e., email, conversation, documented. Work assignments will be reviewed in progress or when completed.
Responsibility And Decision-Making Authority:
•On the spot decisions while assisting customers on the phone.
•Determine incident severity and customer's level of urgency.
•Check Knowledgebase for recommended troubleshooting.
•Know when to escalate issues to support staff outside of the Support Center.
Applications including, but not limited to Microsoft Office 2010, Microsoft Visio 2010, Microsoft Outlook 2010, ChangePro, Litera Metadact, Best Authority, DTE Time Entry, Easylink, Nuance, Adobe Acrobat, Interwoven Filesite, Innova Numbering Suite, Interaction, Active Directory, Sharefile or other FTP type service, IE/Google Chrome settings, Client/Cannon Printer troubleshooting from desktop side, understanding of Android/iPhone. Strong ability to learn new applications.
Active listening, tone and professional demeanor with end-users. Professional demeanor with other members of IS staff. Ability to maintain composure during system application/hardware outages or when call volume may increase due to a reported outage.
Articulate clearly, with empathy when needed while managing expectations. Ability to de-escalate or mitigate anxious end-users. Concise writing skills.