Service Desk - Associate

Provide Incident and Service Request resolution for Supported Services and Software as defined in the Customer Knowledge Base.

If no Knowledge Base article exists, then the Vendor will determine if a knowledge base article needs to be created and follow appropriate procedures to do so.

Flag Incidents when Knowledge Base articles are needed and update Knowledge Base on regular basis.

Escalate unresolved Incidents and Service Requests based on the defined escalation processes, maintained and stored in Customer Knowledge Base system.

Identify opportunities for the Service Desk to tackle more difficult incidents/requests.

Ensure continuous improvement year over year with regards to meeting and exceeding requirements.

Adhere to the SOPs, SLAs and KPIs provided by customer.

Identify VIP members, vendor will take extra care in following documented processes and procedures which includes but not limited to non-direct contact and the expedited escalation of ticket to proper support queue .