Computer User Support Analyst 2

Customer Support - Provide known fixes or workarounds that contribute to customers being returned to service in a timely fashion. - Triage all incoming Service Requests to the Service Desk and either resolve the request or escalate them to the relevant second or third tier support team. - Maintain accurate records of customer interactions using ITG’s Service Management platform. - Accurately assess the Impact and Urgency of Service Requests and Incidents. - Contribute to Problem Management efforts by recognizing patterns amongst seemingly disparate issues. - Respond to customer requests for information by either providing documentation or by giving “how-to” instruction. - Provide first contact resolution...