Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities Identify, evaluate and prioritize customer problems and complaints Analyze customer problems and formulate plans of resolution Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly Evaluate new services, processes and technologies introduced at the helpdesk Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements Work with departmental staff to promote, develop, and maintain strong customer service values Escalate unresolved issues to support leads, designated (Client) service group