Job Description
- Receive, record, classify, route, prioritize, resolve, and close all incoming IT-related support tickets, automated system alerts, and service requests within prescribed time limits.
- Assist end users with software applications, file access, and hardware support.
- Image and prepare new workstations for deployment.
- Research and resolve technical and non-technical problems promptly.
- Handle Tier 1 support calls, including investigating, diagnosing, and resolving incidents; recover services/systems in a timely manner; and document all actions in the support database.
- Escalate Tier II or III support calls to appropriate ITS staff based on impact, urgency, and resolution times.
- Work with vendors and suppliers to resolve external issues promptly.
- Provide on-site ITS support for Head Office.
- Follow up on resolved incidents to ensure customer satisfaction.
- Assist with communication of site failures and out...
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