Yuhaaviatam of San Manuel Nation
Highland, CA
ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service 2. Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalates incidents with accurate documentation to suitable technicians or technology verticals, and alerts management to emerging trends in incidents. 3. Uses remote assistance tools and diagnostic utilities to aid in troubleshooting. Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end-user problems. Provides guidance and technical recommendations to customers to resolve system issues. 4. Records, tracks, and documents the service desk incident-solving steps, including all actions taken, through to final resolution. 5. Research solutions through...