Vacancy caducado!
- Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
- Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems
- Accept and process virtual call inquires for hardware and software,
- Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
- Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
- Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
- Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
- Gather information and follow required diagnostic procedures.
- Adhere to the Standard Operating Procedures (SOP).
Vacancy caducado!