**Purpose**:
**Roles & Responsibilities**:
**Develops relationships with other IT teams**
**Documentation of developed code and other processes**
**Performs unit testing of developed code and understands process of system integration testing**
**Consistently meet or exceed stringent individual and team performance metrics.
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**Effectively utilize and demonstrate the use of tools such as the USD, Aurora, IT Oncall and CentreVu to manage call volume, ticket resolution and individual and team performance.
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**Provide dedicated IT incident resolution and management services 24x7 to customers by receiving, entering, troubleshooting, prioritizing, escalating and updating all IT incidents.
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**Resolve IT incidents using the knowledgebase, minimizing the impact and cost of IT changes/problems to the company.
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**Detailed oriented (important skill for call tracking and incident records)**
**Excellent customer service skills (persona...