p/>Examples of typical problems or challenges encountered by this position, and the guidance used to resolve the problem:
The challenge of the ticketing system is to make sure Service Desk Specialists are logging details for each call or chat within tickets and internal notes, to ensure users receive timely communications with resolutions as well as for escalation and research when required.
Examples of typical issues or challenges encountered by this position, and the guidance used to resolve the issue:
During a chat with a frustrated customer reporting problems logging in, the user may not realize the root cause is that their user profile information on file is outdated.