Start of Day 

·        (Triage Specialist) Triage all tickets from the “Email and Phone” gauge that may have come in overnight.

·        Review calendar and prepare for any tickets you are scheduled for.

·        Acknowledge and reply to any client communications as needed. The SLA for response is two business hours.

During Day

·        Call and work scheduled tickets at scheduled time. If you are running near the end of your scheduled time and you have no clear path to resolution in your buffer time before your next scheduled call, politely let the user know this will have to be investigated more and will be rescheduled once we have more information.

·        For any tickets that need to be rescheduled or escalated within the department, warm hand off to the Lead so they can review and schedule new resource as needed.

• Outside of the department escalations - Must be approved by Service Desk Manager of Support Engineer III

·        The Request Team is highly collaborative and will be working on many issues together to try to find the quickest path to resolution.

End of Day 

·        Review your board and ensure all tickets have been updated daily.

·        Respond to any client responses – ALL must be cleared before you leave for the day.

·        Review the calendar for the next day to prepare for scheduled tickets.

·        Reach out to Lead or Manager with any other questions/concerns.