Esolutions
Troy, Michigan - United States
Overview
Role: IT Service Desk
Location: Troy, MI
Contract
Job Description
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders /incidents to appropriatesupport teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1...
