Role : Service Desk
Location : 5445 Legacy Drive, Suite #300, PLANO, TX – 75024
Responsibilities
Language: English
Role purpose:
- Answer Phone calls, Chat and Self-service tickets from end users and track status and progress to resolution
- 24/7 rotational Shifts
Main responsibilities:
- Answer user queries assist them with L1 troubleshooting
- Call & customer handling skill
- Adherence to policies and procedures set by client
Major activities:
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT Service Desk
- Asks End User all the relevant information concerning the call made or issue reported
- Attempts to resolve the defined inquiries while on the telephone/chat to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company. •
Last updated on Jul 25, 2023