Workplace Engineering Track Associate

Description

Key Responsibilities Incident and Service Request Management • Receive, log, categorize, prioritize, and manage incidents and service requests through approved contact channels.

• Provide first-line support for standard end-user issues, including:
• Access and password-related issues • Application support • Hardware troubleshooting • Software issues • Connectivity and network access issues • General IT support requests • Make an initial determination of potential resolution based on symptoms, known errors, knowledge articles, and available diagnostic information.
• Resolve tickets at first contact where possible using approved tools, processes, scripts, and knowledge base articles.
• Escalate incidents and service requests to Level 2 or appropriate resolver groups when resolution is outside Level 1 scope.
• Track assigned tickets through to closure and ensure users are updated in accordance with agreed procedures and service levels.
• Relate new incidents to existing incidents, known errors, outages, or major incidents where applicable.

Customer

Support and Communication • Act as the single point of contact for users requiring IT support.

• Answer user calls professionally and manage interactions through to resolution or proper handoff.
• Communicate clearly and professionally with users through phone, chat, email, or ticketing channels.
• Keep end users informed of ticket status, progress, next steps, and expected resolution timelines.
• Obtain user confirmation, where required, before resolving or closing tickets.
• Handle VIP and high-priority tickets with urgency, professionalism, and appropriate escalation.