Assist in Troubleshooting, prioritizing, and resolving customer support incidents and service requests through searching the knowledge base and cons...
Description:The Church of Jesus Christ of Latter-day Saints is a global faith with more than 16 million members. Its core beliefs include the understanding that every person is a child of a loving God and that Jesus Christ atoned for the world’s sin and death. The church teaches that Jesus Christ invites all pe…The Church of Jesus Christ of Latter-day Saints is a global faith with more than 16 million members. Its core beliefs include the understanding that every person is a child of a loving God and that Jesus Christ atoned for the world’s sin and death. The church teaches that Jesus Christ invites all people to draw near to Him, follow Him, and strive to become more like Him.View moreView less
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
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