Makpar Corporation

General

• Manage incidents, problems, and service requests using government-standard ServiceNow or Remedy implementations
• Receive and create tickets through phone, email, self-service portal, live chat, and on-site support contacts
• Categorize incidents by impact and priority and restore degraded or disrupted services
• Provide live telephone support during normal working hours, attempt resolution, and escalate unresolved issues
• Monitor email requests and create tickets according to applicable SLAs
• Establish tracking and manage resolution of critical events while meeting or exceeding SLAs
• Update tickets and ensure ticket status meets applicable SLAs
• Obtain user concurrence before resolving and closing tickets; follow up to verify service restoration
• Own incident, problem, and service request resolution, including tracking external support teams and escalations
• Review incident data to identify trends, create problem tickets, and link related incidents
• Receive and fulfill service requests from users and technicians via telephone, voicemail, email, and walk-ins
• Notify users about planned maintenance windows and outages via email
• Provide remote desktop configuration and troubleshooting assistance using tools such as BeyondTrust (Bomgar)
• Assist users with configuration, troubleshooting, and how-to questions for approved applications
• Support assistive technology tools such as Windows Ease of Use and JAWS
• Support WebEx, Zoom, and Teams, including meeting scheduling, usage management, and user assistance

Service Desk Specialist