Additional Duties:Respond to inbound technical calls and service desk tickets in an efficient, courteous, and knowledgeable manner.Oversee escalated troubleshooting task and work with Service Desk Specialist and management on problem recognition, correlation and provides regular updates on issues through resolution.Serve as escalation support for both Service Desk Specialists and Technicians, also serving as a resource to other associates in department.Ensure that all calls taken have been resolved and serve as a final point of escalation for teammate issues, ensuring troubleshooting has been done, and teammates have been contacted.Proactively determine ways to improve support/service and redu
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