Service Desk Support Specialist (Multiple Openings L0, L1) Job at Iron Systems
Date Posted:
11/15/2018
Job Function:
Incident Management
Location:
Pontiac MI - USA
Offered Salary:
Competitive
Job Title: Service Desk Support Specialist (Multiple Openings L0, L1) YOW-001
Job Type: Contract
Location: USA-Pontiac, MI
Salary: Competitive salary
General Responsibilities:
To log, validate and diagnose customer issues, on the full range of products and applications used on the customer site. Providing the customer with a solution through information gathering, analytical troubleshooting, and problem research, or to route or escalate the call to the appropriate resolution group. Escalation and management of calls to agreed service levels. Excellent attendance and punctuality are required.
Duties:
- Answer contacts promptly and professionally
- Log/Validate all contacts Call Handling Database
- Resolve a high percentage of customer problems using the relevant tools and systems
- Manage end to end all calls logged, providing regular updates to customers on-call status
- Complete follow-on actions as appropriate
- Invoke Escalation Procedures within defined time frames
- Adhere to Policies & Procedures
- Work to achieve individual and team goals
- Protect confidential and sensitive information and materials
- Observe strict compliance to licensing
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