IT Service Desk Associate
Company: VirtualVocations
Location: Irvine
Posted on: October 30, 2024
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Job Description:
A company is looking for an IT Service Desk Associate to provide
Tier 1 phone-based support to internal and external customers.
Key Responsibilities
Responds to inbound calls, emails, and chats to assess and handle
customer technical support needs
Documents and tracks incidents in the ITSM tool, ensuring timely
resolutions and adherence to service level agreements
Performs urgency/impact assessments on incidents and escalates
issues to appropriate support teams as necessary
Required Qualifications
High School diploma or GED
1 year of IT-related Service/Help Desk experience in a high call
volume environment
Experience with application support, break-fix, and how-to
questions in a Service Desk setting
Knowledge of troubleshooting end user devices and applications,
including Remote Work and Mobile Devices
Familiarity with Standard Operating Procedures (SOPs) and service
desk best practices
Keywords: VirtualVocations, Upland , IT Service Desk Associate, Other , Irvine, California
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