Req. Number
SWH-7712

Job Description




Job Purpose:



In-office/non-remote



Acts as first line of response for all incidents and questions from Smith & Wesson employees or consultants related to technology, telephony, business applications and system access. Obtains all necessary information from user and tracks activities through case resolution. Manages all activities in accordance to company's policies, procedures and compliance standards.



Essential Duties and Responsibilities:


+ Accept requests from users and enter Service Desk tickets in a timely manner.

+ Interview requestors and obtain all pertinent information related to the request so that the proper resolution can be quickly achieved.

+ Follow up with requestors to report status of the case and/or to ensure satisfaction with service.

+ Assist users to resolve issues related to Level 1 support acti...