IT Customer Support Rep II

About the Role

The client is a business manufacturing and supply company seeking an IT Customer Support Rep II. The role provides Service Desk support for authorized IT devices, platforms, resources, services, and systems, including troubleshooting, ticket management, user communication, and routing issues to specialized support.

Responsibilities

• To provide support of authorized IT Devices for business use in connection with Client IT platforms, resources, services, and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support.
• Support channels include phone, chat, and walk-up interactions.
• Respond courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
• Effectively use ServiceNow to manage tickets throughout their lifecycle.
• Contribute towards meeting or exceeding SD metrics, targets, and goals.
• Follow all Client IT policies and documented processes including Incident Management, Request Fulfillment, and Knowledge Management.
• Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting, and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
• Interact with vendor technical support to ensure effective resolution of 3rd party services.
• Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors, and other IT teams.
• Proactively initiate ongoing communication with end users, via phone, chat, and email, to continuously manage expectations.
• Customer scheduling/follow-ups.
• Monitor the queue and action or route tickets.
• Inform leadership of broader issues impacting users or the team.
• Interact with teammates throughout the day to share information and knowledge.
• Fulfill all administrative requirements on-time.