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IT Service Desk Associate

Company: VirtualVocations
Location: Irvine
Posted on: October 30, 2024

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, Santee , IT Service Desk Associate, Other , Irvine, California

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