Operations, Support & Service Delivery: 80% Serves as the Subject Matter Expert for multiple technical platforms within the scope of the IT Support Center Mentors and trains IT Support Center personnel; Constantly analyze incident data to identify IT Support Center training opportunities and efficiencies. Documents resolutions and updates self-help and staff knowledge bases Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate Information Technology resources to resolve incidents that are beyond the scope of their ability or responsibility. Constantly increases internal knowledge of current applications and systems which will increase FCR (First Call Resolution) rate for the IT Support Center by leveraging through knowledge base, Carters University, or other training offered to IT Support Center associates Contacts after hours and on-call support as prescribed by policy and procedure. You may be required to take courses as deemed appropriate. Prior work Experience and Educational Requirements High School diploma 3 – 5 years in 24x7 IT Support Center role Customer Service training preferred.
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