Job Description

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The Triage Specialist is responsible for providing triage and helpdesk support for calls, emails and Cases received though Internal tools and also direct to appropriate resolution group. Should be skilled to respond to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Develop and maintain designated certifications that apply to each area of focus and maintain core competencies in the following areas:

• Provide triage level support for a variety of technologies, service requests, SA support that are generated via phone, voicemail, email, instant message, and self-service.
• Open/Close incidents and services requests in incident tracking tool.
• Update incidents and service requests.
• Follow up and escalate with internal customers/stakeholders to ensure issue has been resolved.
• Keep coworkers informed of the status of their tickets.
• Ensure follow-up is performed with level 2/3 support within the SLA’s
• Meet all productivity and quality goals as measured by the department.
• Mentor new co-workers on technical issues.
• Perform basic client administration activities
• Create and submit knowledgebase content.
• Help generate manuals/playbooks specific to helpdesk and Triage.

List key metrics that will measure and define success for this role.

• Maintain 100% accuracy for all configuration orders. Accuracy will be defined as proper completion of orders following customer specified standards or industry standards and the arrival at the customer’s site of product in a complete and working order
• Ensure customer satisfaction levels 100% of the time.
• Ensure SLA’s are met in accordance to the Business rules.
• Ensure that Quality Assurance Questions for all services performed are send to customer
• Maintain established productivity rates.
• Perform all assigned tasks in a fashion that your assigned customer(s) request your future support
• All customer assigned tasks must be entered into MS Dynamics/AX in a timely fashion (daily)
• Weekly status reports are to be turned in promptly

Required Skills