King County, WA On-site

Full-time · Associate
10,001+ employees · IT Services and IT Consulting

Triage, own and resolve Tier 1 Service Desk requests via Jira ticketing system, Slack phone/video conference or chat, following documented processes.

The resources should have MacOS troubleshooting

Follow up on new and outstanding requests and provide timely solutions

Provide first touch resolution for 80% of requests while meeting established SLAs.

Provision applications according to documented processes to ensure compliance and fiscal responsibility.

Provision and retrieve hardware, ensure asset records are accurate, and track logistics as part of documented onboarding/offboarding processes

Troubleshoot and support video conferencing equipment in onsite conference rooms according to documentation

Triage, troubleshoot and resolve hardware, software issues.

Update, Manage and monitor internal assets database, following documented processes, to ensure accurate inventory records for all computer equipment, including retail stores

Follow documented and established escalation procedures to remove blockers, highlight efficiency opportunities, identify issues with processes, and suggest policy changes.

Maintain internal and end user facing technical documentation

To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases