Investigates and resolves software and hardware problems by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES -Monitor Managed Services PSA Boards, events, and alarms as per Help Desk SOPs
-Answer Help Desk support lines and process customer issues in accordance with SOPs
-Process & Troubleshoot all tickets incoming to the support desk (email, ConnectWise, System generated, etc.) and move to appropriate PSA board if unable to resolve
-Verbally notify appropriate resources when customer issue is critical.
-Maintain acceptable level of customer satisfaction score as determined by department.
-Provide superior quality customer service to internal and external customers including thorough and appropriate communication with customers
-Provide written and/or verbal reports for internal and external use as directed.
-Manage assigned tickets, activities, projects in ConnectWise and ensure all activity and time is properly and thoroughly documented.
-Perform desktop support, network and data center break-fix and scheduled tasking as assigned.
-Provide timely and effective resolution of customer issues in accordance with SLA's.
-Document assigned tickets to reflect time and work required to resolve issue.
-Participate in Managed Services meetings for departmental, process, and project planning.
-Regular and timely attendance on the assigned shifts
ADVENTUROUS. REWARDING. CHALLENGING. DYNAMIC.
These are some of the words our employees use to describe their careers at Global Data Systems (GDS). We live by our core values, employing people who share our same values. No matter what you do at GDS, you play a vital role of shaping a bright, successful and innovative future that is constantly evolving. We invest in our employees to Grow | Develop | Succeed. At their greatest. Your future starts here!
GLOBAL DATA SYSTEMS, INC. IS AN EQUAL OPPORTUNITY EMPLOYER.
We do not discriminate on the basis of color, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veterans/military status, political affiliation, or any other factor protected by law. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related criteria.