Responsibilities
Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
Properly escalated unresolved issues to appropriate internal teams (e.g. software developers).
Provide prompt and accurate feedback to customers.
Refer to internal knowledge bases or external resources to provide accurate tech solutions.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Prepare accurate and timely reports.
Document technical knowledge in the form of KB Articles.
Maintain good relationships with clients.
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