What success looks like in this role:

• With guidance, performs routine support duties, including:
 o Assisting with first line user support by guiding users through the necessary steps to restore functionality,
 o Troubleshooting hardware, software and connectivity issues using remote access tools
 o Escalating complex issues to 2nd and 3rd level resolver teams, and
 o Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests.
• Ensures tickets are managed to closure and keeps users / clients updated on status and progress.
• Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures.
• Contributes to continues improvement of the Service Desk knowledge base.
• Delivers results in support of the organizations SLAs.
• Assists with special projects as assigned

You will be successful in this ...