Service Desk Agent
Core
Provide initial telephone and queue management support for hardware, software, network, and telephony issues while logging calls and portal submissions.
Role type
Service Desk Agent
Builds
IT support services for New York City government operations
Domain
Public sector IT / Telecommunications
Deliverable
client delivery
Required skills
ticketing tools, call screening, documentation, hardware troubleshooting, software support, network support, telephony support, escalation procedures, email management
Responsibilities
Answer and log calls and portal submissions, perform call screening and maintain documentation, provide initial support for hardware/software/network/telephony issues, escalate high priority or outage incidents, keep up to date on scripts and training, handle emails and tasks timely, perform special projects