Responsibilities

• Assist in Troubleshooting, prioritizing, and resolving customer support incidents and service requests through searching the knowledge base and consulting with the Global Service Center, senior TSRs, and managers as needed.
• Assist in Providing regular status updates to customers, and establish realistic expectations regarding when they can expect resolution to their incident or service request.
• Assist in Escalating in a timely manner any tickets that require greater knowledge, skill, or access privileges to resolve.
• Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
• Assist customers with simple training needs.
• Assist in Performing basic system management and routine security administration tasks.
• Assist in Maintaining an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
• Participate in continual learning and improvement.

Qualifications

• Must be worthy of a Temple Recommend
• Bachelor’s degree/Diploma in one of the following disciplines: Information Communication Technology, Computer Science, Software & Hardware Engineering, Specific IT certifications will be required
• Demonstrated Skills & Abilities: Expert-level knowledge of a variety of operating systems, hardware platforms, technical disciplines, virtualization, end-user applications, wired and wireless network connectivity and/or video conferencing platforms.
• Effective interpersonal, collaborative and communication skills with a strong emphasis on customer service
• Ability to maintain confidentiality and provide support to General Authorities.
• Advanced understanding of IT business functions, Knowledge of enterprise process governance standards
• Understand and articulate business problems in both business and technical terms
• Proven ability to be proactive, detail-oriented, dependable and appropriately prioritize tasks, multiple customer requests and assignments from management
• Proven ability to work independently while contributing to the strategic planning of the team