Flexion Inc.
New York, NY, USA
For this role we are looking for a Support Desk Engineer to provide full-time, onsite support to one of our clients in Lower Manhattan. This involves working onsite with key clients to tackle issues and handle the resulting incidents and service requests using the incident management system and request fulfillment processes in line with the objectives of the Support Desk.
Responsibilities
· Provide first line support through the call-logging software and on-site, as appropriate for all incidents and requests.
· Work with VIPs, providing a white glove service where necessary.
· Issue customers with details of call assignment and likely resolution timescales.
· Reassign or escalate incidents and requests to on-site third line support, third parties or other teams where appropriate discussing fully with colleagues.
· Monitor and update all incidents and requests, including calls assigned to external suppliers.
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