Helpdesk Administrator
As a member of the Helpdesk Services team, you will be working alongside a dynamic group of professionals tackling a variety of challenging projects and tasks. You will be responsible for providing world-class customer support, providing front line support to the internal customer base, ensure proper resolution for cases, create and update technical and procedural documentation, analyze, research, and resolve complex issues leveraging a variety of different resources.
Manage Systems Administration Siebel Helpdesk ticket queue, ACD phone system, and walk ups providing world class tier 1 support.
Work and resolve cases in prompt time ensuring corporate SLAs are met.
Work with tier 2 and tier 3 support levels as needed and escalate tickets to appropriate teams. Report issues through appropriate channels for timely and effective escalation.
Verify status of open cases with ticket owners and communicate information to customers to ensure customer satisfaction... More
Work and resolve cases in prompt time ensuring corporate SLAs are met.
Work with tier 2 and tier 3 support levels as needed and escalate tickets to appropriate teams. Report issues through appropriate channels for timely and effective escalation.
Verify status of open cases with ticket owners and communicate information to customers to ensure customer satisfaction... More
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