Service Desk- Remote
Service Desk- Remote
• ** Shift coverage is 7:00 AM - 7:00 PM Sunday , Monday, Tuesday and every other Wednesday***
3 Month Contract to Hire
Great Company
Unlimited Growth
Paid Certs when perm
• Must have some certs A+, Network+, Security+
• Very professional
• Client Facing
Scope:
- Accept and log customer calls
- Monitor events / notifications via the monitoring tools.
- Triage customer calls per specified severity levels
- Execute first attempt to resolve the customer call
- Refer customer call to the appropriate level two/three support group
- Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
- Update the customer call record or incident ticket as required
- Escalate customer calls to the appropriate management level when thresholds are violated
- Close customer calls and tickets upon completion
- Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
- Perform account management services – User Account creates/disables/terminations/name changes, etc
- Monitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errors
- Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
- Distribute daily turnover reports to customers as needed
- Communicate response times for dispatched tickets to the customers
- Manage service requests ensuring adherence to SLA
- Assist with cross training of Service Desk team members as neededSkills & Experience
• * 2-3 year’s technical helpdesk or technical call center experience required
• CompTIA A+ certification preferred
• Hands-on work experience with the following:
• Windows Operating Systems
• MAC Operating Systems
• Knowledge of Active Directory, O365
• User account management for Active Directory,
• O365/Exchange Mailboxes, Distribution lists
• Remote desktop connectivity
• MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
• Internet browsers (Explorer, Chrome, Firefox)
• VPN and remote dial-in users
• 2-factor authentication, soft tokens
• Support for laptop, desktops, and printers
• Smartphone support
• Execute basic queries and administrative tasks for MS SQL, helpful
• Others:
• Sharepoint, Adobe Acrobat and other common desktop applications
• Experience with monitoring tools/applications like LogicMonitor, Nagios, etc.
• Job scheduler applications like Tidal or Autosys
Apply Now
Apply Now
• ** Shift coverage is 7:00 AM - 7:00 PM Sunday , Monday, Tuesday and every other Wednesday***
3 Month Contract to Hire
Great Company
Unlimited Growth
Paid Certs when perm
• Must have some certs A+, Network+, Security+
• Very professional
• Client Facing
Scope:
- Accept and log customer calls
- Monitor events / notifications via the monitoring tools.
- Triage customer calls per specified severity levels
- Execute first attempt to resolve the customer call
- Refer customer call to the appropriate level two/three support group
- Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
- Update the customer call record or incident ticket as required
- Escalate customer calls to the appropriate management level when thresholds are violated
- Close customer calls and tickets upon completion
- Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
- Perform account management services – User Account creates/disables/terminations/name changes, etc
- Monitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errors
- Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
- Distribute daily turnover reports to customers as needed
- Communicate response times for dispatched tickets to the customers
- Manage service requests ensuring adherence to SLA
- Assist with cross training of Service Desk team members as neededSkills & Experience
• * 2-3 year’s technical helpdesk or technical call center experience required
• CompTIA A+ certification preferred
• Hands-on work experience with the following:
• Windows Operating Systems
• MAC Operating Systems
• Knowledge of Active Directory, O365
• User account management for Active Directory,
• O365/Exchange Mailboxes, Distribution lists
• Remote desktop connectivity
• MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
• Internet browsers (Explorer, Chrome, Firefox)
• VPN and remote dial-in users
• 2-factor authentication, soft tokens
• Support for laptop, desktops, and printers
• Smartphone support
• Execute basic queries and administrative tasks for MS SQL, helpful
• Others:
• Sharepoint, Adobe Acrobat and other common desktop applications
• Experience with monitoring tools/applications like LogicMonitor, Nagios, etc.
• Job scheduler applications like Tidal or Autosys
Apply Now
Apply Now