Answer incoming helpdesk calls, emails, and support tickets in a timely manner
Monitor IT Helpdesk mailbox, review and convert requests to tickets, and assign to appropriate team members
Provide Level 1 phone, email, remote and on-site support to Spectrum employees and affiliates as required on a variety of desktop hardware and software, telecom and network issues.
Install and configure software application and systems ensuring they meet company needs
Enable support for system access, including creating and managing user accounts, operations and software licensing.
Provide support for mobile devices including configuration and management.
Document and tracks issues, status and resolution using incident management tools.
Conduct ticket reviews, statistic reports and execute special projects as required.
Provide excellent customer service and maintain a positive relationship with end-users