Responsibilities:
-Facilitate Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.-Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.-Document all reported issues, troubleshooting steps and resolutions in the incident management system.-Provide feedback, additions and updates to the knowledge base where applicable.-Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.-Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.-Properly evaluate, troubleshoot, escalate, and document issues.-Complete work in a timely and accurate manner while providing exceptional customer service.-Stay current on the latest technologies, trends and strategies in use by Discount Ti...