Our client is looking for an entry-level Service Desk technician who will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA.

Responsibilities
Maintain customer tickets within our case management system and update our Customer's case management system.
Controlling the process of receiving, assigning, and completing internal tickets.
Ensuring there are correct notes, categories, and statuses for tickets.
Ensuring ticket resolution checklists are being followed.
Staying updated on the progress of resolving the tickets within SLA.
Ensuring Field technicians are following all company standard operating procedures.
Support other teams within the organization as needed.
Process customer replacement parts and or systems.
Identify opportunities for improvement.
Provide ongoing feedback and guidance.
Own the customer experience and drive initiatives for improvement

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