Duties & Responsibilities

• Develop service strategy to mitigate software, hardware, and networking issues
• Troubleshoot and resolve IT issues via phone, web, and in-person channels 
• Ensure all incidents are resolved against Service Level Agreements (SLA)
• Report on health of the help desk and support using uptime and ticket-related performance metrics
• Partner with IT and business personnel to discuss the impact of incidents on products and services
• Develop business support standards, processes and procedures, and guidelines for incident management
• Evaluate trade-offs between issues using value, impact, and risk criteria

Qualifications