Detailed roles and responsibilities:
when an end-user has been unsuccessful in working under the direction of the Level 1 Customer
provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately
be responsible for resolving all Incidents and Problems associated with failure or degradation of
Services related to End User Devices and End User Software.
with onsite assistance if required.
Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to Resolve Problems
and Service Requests.
provided the End User’s system is accessible
configuration of systems and applications.
request fulfillment
performed and resolution to be driven.
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