Triage all calls and incident requests submitted to the Service Center via Service Now and Mitel Contact Center.
Performs initial level of problem identification and attempts to resolve; assigns ticket to next level support as needed.
Ensures trouble tickets are handled timely and escalated up to other groups for resolution if required.
Monitors and tracks incident queue with the goal of timely addressing customer requests consistent with SLA requirements.
Performs follow up on incident tickets with customer to ensure customer satisfaction.
Develops and maintains knowledge of customer and customer specific business environment to provide great service.
Maintains current knowledge of end-user computing hardware and software.
Maintains current knowledge of mobile devices and technologies – Manage via InTune.
Cultivate good working relationships with the business and assists with timely resolution of support tickets.
Creates and maintains KB articles.
Performs other duties as assigned.
MINIMUM ESSENTIAL QUALIFICATIONS:
Minimum of 3 year(s) of related work experience.
Strong analytical and problem-solving skills coupled with great attention to detail.
Broad knowledge of end-user computing technologies – specifically Microsoft Office Products including Office 365, Windows.
Working knowledge and experience using Microsoft System Center Configuration Manager to image end-user devices
Strong written and verbal communication skills.
Maintain a positive attitude and demeanor and take pride in the job at hand.
Ability to conceptualize and assimilate data and present proposals in a clear and concise manner.
Ability to multi-task and prioritize assignments.
Ability to ask clarifying/probing questions of business customers
Ability to be on rotating 24x7 on-call rotation.
Eligible to work in the United States without company sponsorship.
Willingness and ability to travel 50-60% of the time.
PREFERRED QUALIFICATIONS:
Experience with Microsoft InTune/Endpoint Manager or other Mobile Device Management administration systems.
Experience with Office 365 applications and administration.
Advanced computing skill sets – proficient with pc hardware, software, and peripheral devices.
Ability and willingness to lift up to 50 pounds.
EQUAL EMPLOYMENT OPPORTUNITY:
Targa Resources provides equal employment opportunities pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees’ beliefs and practices that do not conflict with Targa’s policies and applicable law. We value the unique contributions that every employee based on merit, experience, and other work-related criteria and without regard to race, color, ethnicity, religion, national origin, sex, age, brings to their role with Targa.
