Job Technical Requirements

• Troubleshoot and respond to system problems/requests by providing detailed resolutions to supported customers within the pre-determined time frame of the contracted service level agreement.
• Effectively document cases clearly and concisely with actionable steps taken in the Tickets system following established procedures.
• Follow through with customers whose issues are not closed to Identify solutions to work around open issues/problems that are under investigation or pending resolution to the tickets assigned by a Team Lead or Manager.
• Manage work performance to meet goals and objectives outlined in the individual performance plan.
• Actively participate in training programs as assigned by a Team Lead or the Manager.
• Work effectively with other teams and help Desk team to resolve customer issues regarding fast respond, reliability, and availability
• Perform other/additional duties and projects that may be periodically assigned.