AEG Vision · 1 day ago

Universal Help Desk- Call Center

Quincy, IL

Full-time

Remote

Entry Level

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Responsibilities

Coordinates Helpdesk request, entering request as needed, monitoring progress of responses and maintaining internal tracking records of the request

Serve as the initial contact for reporting system issues and providing updates to any known system issues

Provides first tier support across the enterprise and escalations as necessary

Identify and escalate situations as appropriate to the correct organization

Assist with operations and installations of copiers and printers as needed

Provides ticket management of all helpdesk tickets including resolution of tier 1 and tier 2 tickets

Escalate any unresolved tickets through the documented escalation process

Qualification

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Helpdesk SupportTicket ManagementIT Issue ResolutionProblem AnalysisEscalation ProceduresPrinter Operations

Required

Recognizing, researching, isolating and resolving IT, Operations, Merchandizing, POS Level 1 issues

Acting as a first level for user support

Providing occasional administrative support for the enterprise

Analyzing and resolving problems

Interpreting policies

Demonstrating solid subject matter knowledge in support and service models

Exercising judgement within defined procedures and policies to determine appropriate action

Applying thorough understanding and knowledge of services to assist internal end users

Coordinating Helpdesk requests, entering requests as needed, monitoring progress of responses and maintaining internal tracking records of the request

Serving as the initial contact for reporting system issues and providing updates to any known system issues

Providing first tier support across the enterprise and escalations as necessary

Identifying and escalating situations as appropriate to the correct organization

Assisting with operations and installations of copiers and printers as needed

Providing ticket management of all helpdesk tickets including resolution of tier 1 and tier 2 tickets

Escalating any unresolved tickets through the documented escalation process