Job Description

Job Responsibilities


  • Providing first level and second level support to end users for an external Service Desk application

  • Ensure all calls and emails to the service desk are properly documented in the Service Desk application, this includes initial troubleshooting of issue and information gathering

  • Monitoring the Service Desk queues to ensure that tickets are processed in a timely manner which includes first contact with clients and closing all completed tickets assigned to the Service Desk queue

  • Interact with other team members where necessary to ensure incident tickets are resolved in a timely manner

  • Responsible for checking Service Desk voicemails and emails

  • Providing internal RJR Innovations support for IT issues

  • Responsible for routing tickets according to the appropriate service levels if a resolution cannot be reached at the first level

  • On call after hour support may b...

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