Senior Service Desk Agent

CTG is seeking an advanced support technician that displays superior performance in their role. The Senior support technician connects well with customers and clients while **maintaining role model**

**performance metrics** . They will serve as a coach and mentor to Junior support technicians.

The Senior support technician will also work one on one with the IT staff of clients in order to broaden troubleshooting and increase first level resolution. The Senior support technician will also be responsible for the creation and maintenance of knowledge base articles.

**Responsibilities and Duties**

+ All responsibilities of a support technician
+ Help lead the support technicians to resolutions and coach/train as needed
+ Monitor support technician Real Time Adherence in Calabrio and offer support, assistance, and guidance as needed
+ Process web/email tickets efficiently to satisfy client-specific SLAs
+ Monitor ACD tickets to ensure that cl...