Job Description
Service Desk Co-Op/Intern
Part of the Global Service Desk team, acting as a single point of contact for intake, triage, and resolution of incidents and management of requests. The Service Desk employs a flexible support model that allows associates to be contacted via multiple channels, including phone, email, self-service portal, and walk-up service support.
Responsibilities
- Operational Delivery:
- Provide first response, initial triage, and troubleshooting for all support items received through all channels (phone, email, ticket system/web portal, walk-up) for on-premise and remotely connected staff across all global locations in line with defined service metrics, SLA's, and OLA's.
- Ensure tickets are created for all client contacts and accurately captured as either incidents (break/fix) or service requests.
- Escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken...