Helpdesk Associate - Mac Troubleshooting

Senior Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions
when an end user has been unsuccessful working under the direction of the Level 1 Customer
Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support
team for resolution or as per the KBA defined (for outside the scope of Deskside)
Resolve Incidents and Problems associated with End User Devices and End User Software, and
provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately
be responsible for resolving all Incidents and Problems associated with failure or degradation of
Services related to End User Devices and End User Software.
Contact the end user via phone to schedule the remote session call and coordinate
with onsite assistance if required.
Route / reassign calls to other levels of support, as required if miss-assignment occurs
Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems
and Service Requests.
Update the ITSM Tool fields upon successful resolution of the Incident.
Utilize Provider s remote tool to enable remote takeover sessions.
Attempt to resolve certain Incident Types by remotely taking control of the End User Device,
provided the End User s system is accessible
Utilize remote controls to manage and update desktop system Software, and to maintain
configuration of systems and applications.
Request end-user approval for remote takeover of system in support of incident resolution or
request fulfillment
Escalate repeat issues to the appropriate service organization to allow root cause analysis to be
performed and resolution to be driven.