As a member of the ATS team in our Global Business Solutions (GBS) center, the IT Services Call Center Representative serves as the first point of contact for ATS team members seeking technical support. This role answers inbound support calls, gathers relevant information, and accurately creates service desk tickets to ensure timely issue resolution. Representatives are responsible for routing tickets to the appropriate support board based on the nature of the request. They also assess and assign the appropriate urgency level to each ticket to help prioritize support efforts and maintain service quality.
Specific Responsibilities
- At all times, complies with SGS Code of Integrity and Professional Conduct.
- Handle inbound calls from ATS team members and log activity in the service desk system.
- Monitor the service desk ticketing software to prioritize inbound tickets received by email and assign them to the correct board.
- Provide ongoing support and status updates for existing support tickets.
- Accurately enter ticketing information and determine correct prioritization.
- Continuously monitor tickets to confirm service level agreements are being met.
- Escalate to ATS management as needed.
- Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
- Ensures work area in GBS is kept clean and presentable at all times.
- Complies to all SGS health and safety and HR policies and procedures.