Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels ( phone, email, ticket system/web portal ) .
Create, update, and Close tickets in the Limited time to achieve SLA.
Determines impact and urgency of an incident and support request in order to determine priority.
Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration.
Record all outages within the ticketing system and send communications as appropriate.
Document technical knowledge in the form of notes and manuals
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Provide basic ?how-to? training to end-users and Maintain Active Directory data integrity.
Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
Follow up regular upgrades for all devices and applications
Resolve technical problems with Local Area Networks and Wide Area Networks.
Follow up with customers and users to ensure complete resolution of issues.
