Lucid Technologies Inc

The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution. 

This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests. 

Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents. 

•Level 1 support

•Email handling. Ensure timely review and action of email in the Service desk mailboxes

•Familiarity with outlook and the ability to organize and process a large volume of email. 

•Phone call handling

o Phone login and logout compliance when on shift. 
o Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls. 
o Ensure when shift over, logged out of phone
o Demonstrate professional conversation during customer calls

•Operation Bridge Manager (OBM) monitoring 

oAdhere to documented instructions within the alert 

oCreate incident ticket and assign to the appropriate group 

•Escalation for alert handling and high priority incidents

oUtilize Everbridge for handling escalation procedures

oInvoke the appropriate Everbridge template for escalation

oEnsure escalation actions are documented in incident tickets. 

•Incident ticket (create, update) & manage lifecycle of incident prioritization

oData integrity of incident record (categorization tab, resolution details, assignment, etc.)

oProactive contacts for incidents about to breach Service Level Agreements (SLA)

oIncident restoral and closure

oQuality review of all incidents

•Create and distribute required daily reports

•Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint

oIf updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action

•Remote work – Utilized all the documented procedures when working from home

oAvaya soft phone procedures

oEstablishing bridge line/Microsoft TEAMS 

oTransferring calls to bridge lines

oOBM monitoring 

oElevated system access request handling

oPassword resets/unlock account – Ensure a service Request ticket is initiated for all of these requests

•Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ)

oVendor/Law enforcement unit (LEU) escorts

oTape management/backup responsibilities

oShipping/receiving

oData center walk through

oSafe Access

oAssist facilities with hardware removal and installation as needed.