IT Support

• Communicate with customers via our Incident System, remote desktop technology and phone.
• Act as the first responder to analyze/triage incoming incidents for completeness and communicate with customers to gather any additional information required.
• Provide documentation to customers, when applicable, to resolve their requests.
• Direct incoming incidents to the required departments.
• Monitor the Customer Dashboard to ensure timely processing of customer requests.
• Administer customer community discussions.
• Download, extract, and analyze customer databases for testing purposes.
• Assist with database preparation and data conversions for system upgrades and installations.
• Assist with customer software installations, data conversions, and system upgrades.
• Provide written and verbal responses to customer queries.
• Assist in developing and documenting user testing scenarios.
• Write installation and support procedure documentation.
• Assist with publication of Help Documentation.
• Evaluate and test software for quality assurance as assigned.

Help Desk Representative

Enterprise Architect

Help Desk Engineer

Senior IT Manager

Transformation Credit Specialist