Service Desk Representative

Triage
o Handle customer questions, incidents and service requests;
o Communicate in the language of the customer by avoiding technical terminologies and jargon;
o Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s;
o Assess/determine impact and urgency of the incident to the customer and the business;
o Work to build cooperative relationships with customers;
o Give customers a realistic estimate of the time it will take to resolve an incident or request;
o Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable;
o Log the ticket accurately with all the important information provided by the customer;
o Provide enough information about the customer's issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer;
o Demonstrate willingness to take ownership of the call by acknowledging the customer's concern; Diagnosis and Resolution
o Use all available resources (Knova, HPI.SME, etc.) to ensure consistency of resolution and avoid unnecessary escalations;
o Follows the correct troubleshooting steps to resolve password reset and account related concerns;
o Maintain and improve current technical skills, through regular training and coaching sessions; Compliance to Company Standards
o Avoid and discourage the use of unprofessional language;
o Encourage good security practices, such as following secure password reset rules and PCI compliance standards;
o Prevent unauthorized access to proprietary and sensitive company data by following procedures and requiring proper authorization prior to granting access;
o Discourage and report software piracy.