To provide accessible, timely, effective, efficient and professional quality service to resolve problems and to delight
Provide first level support to troubleshoot and solve technical problems.
Incident tracking and first level resolution for all trouble calls, including those related to desktop, Local Area Network (“LAN”), centralized infrastructure, Wide Area Network (“WAN”), and voice services related Service Requests;
"How-to" assistance for Customer-defined common off the shelf applications included in its standard End User Service platform images;
Coordination for user account administration, activation, changes, and terminations.
Receive and answer all User IT Service Request calls (including trouble calls, install, move, add and change (“IMAC”) requests, and requests for general technology assistance)