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Support Desk Specialist

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Website SCCMArchitects NTT DATA Services

Consulting | Industry Solutions | Digital | Cloud | Apps

Job Description:

  • Diagnose and resolve basic problems in the area of hardware, applications and operating systems
  • Assists callers with connectivity problems in a network environment
  • Takes necessary steps to resolve problems and prevent them from recurring
  • Escalates problems to next level of support as directed by client
  • Answer and attempt to resolve service requests related to supported applications, networks and hardware
  • Respond to problems that come to Technical Support for the client’s user community
  • Works with internal staff to resolve problems, and ensure detailed explanations of user problems and call resolutions are entered into the tracking system,
  • Follow up with customer to ensure problems are resolved satisfactorily
  • Informs peers/managers of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects

Academic/Experience/Competency:

  • Degree in Information Systems, or related field, or equivalent work experience.
  • Basic working knowledge to follow operations, problem management and escalation procedures
  • Basic ability to use software applications i.e. Remedy, Active Directory, PeopleSoft, billing and monitoring systems
  • Basic knowledge of application, connectivity, hardware, peripherals including printers and scanners, network monitoring tools, and TCP/IP protocol
  • Basic knowledge in a variety of PC software programs, remote tools
  • Basic knowledge in the areas of SQL, WAN/LAN, Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) and AS400

Business Experience:

  • 2 to 3 years help desk experience
  • 2 years of computer related work experience
  • Able to work shifts in 24X7 call environment

Daily Tasks Performed:

  • The CCSC Analyst provides initial triage for incidents and requests reported to the service desk. Responsibilities include initial assessment, troubleshooting, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The CCSC Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups.

Requirements: 

  • Excellent Customer Service
  • Incident & Ticket Management using ServiceNow or similar tool (2 yrs exp minimum)
  • Experience contributing to Knowledge Base
  • Excellent Verbal and Written communications
  • ITIL V3 familiarity
  • Team Player
  • Dependable
  • Works well with limited supervision based on established processes
  • Strong knowledge in a variety of PC software programs, remote tools,
  • Strong knowledge of Security Administration procedures
  • Strong knowledge of application, connectivity, hardware, peripherals including printers and scanners, network monitoring tools, and TCP/IP protocol
  • Demonstrated ability to work well in a Team Environment
  • Optional benefits available for W-2 Contractors  

 

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