Senior Service Desk Representative

Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks.

Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.

Provides technical support to address more complex / difficult service issues.

Performs technical analysis of specific incidents and service requests, including check of ticket history.

Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.

When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.

Gathers recurring / systemic failure information and develops reports for management.

Provides hardware and software training and advice for less experienced team members.