Ensono
AssociateServiceDeskSpecialist
“Associate Service Desk Specialist at Ensono. Skills: First level support, Incident management, Problem resolution. Provides first level support. Captures and documents relevant information”
Industry & Context.
Investigates solutions; Proposes solutions for second and third level problems
Travel % TBD by field
What They're Looking For.
Must Have
Minimum of 2 years of related or equivalent work experience
Nice to Have
Functional knowledge of Ensono products, tools, customers and support policies and procedures
What You'll Do.
Provides first level support
Captures and documents relevant information
Prioritizes issues and investigates solutions
Provides immediate resolution if possible
Assigns issue to next level of support
Keeps requested party updated on issue status
Proposes solutions for second and third level problems
Assists appropriate groups in achieving resolutions
Acts as incident coordinator
Ensures appropriate response and resolve times
Maintains client service level expectations
Develops knowledgebase entries
How You'll Work.
Team & Collaboration
May lead another individual; Assists appropriate groups in achieving resolutions; May mentor less experienced associates
Communication Scope
Keeps requested party updated on issue status
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