Help Desk Team

• Serves as the first point of contact for all technology-related inquiries.
• Fields phone calls, emails, and technical support tickets from clients.
• Troubleshoots basic issues like password resets, software installation, account provisioning, systems access, and network connectivity problems.
• Escalates complex issues to the appropriate team within Client Services or other ITS Departments.

Incident IQ Global Search - We now have expanded searching capabilities in our Incident IQ ticketing system. The new Global Search comprehensively explores the ticket subject line, ticket description (additional details field), ticket comments, ticket tags, and ticket fields. Quotations (“_” similar to Google’s functionality) can now be used to execute an exact match word/phrase search in the system. When quotations are not used, a standard keyword search match is performed, with the highest matching at the top.